Barclays Partner Finance | Motor commission complaints

From 2010 to 2019 Clydesdale Financial Services Ltd (CFSL), trading as Barclays Partner Finance (BPF), provided finance for car purchases.

The FCA announced on 11 January 2024 that owing to the high number of complaints to motor finance firms claiming compensation for commission arrangements, that it will now be using its powers to review historical motor finance commission arrangements and sales across several firms.

BPF will fully co-operate with the FCA, and if consumer detriment is found, BPF will take action to put things right. 

In the interim, the FCA have announced a pause of the 8-week deadline for motor finance firms to provide a final response to relevant customer complaints.  The pause will apply to complaints about motor finance agreements where there was a discretionary commission arrangement between the lender and the broker, received by us on or after 17th November 2023 and on or before 25th September 2024, and will last for 37 weeks (approximately 9 months).  This pause will allow the FCA to analyse the issue and decide what, if any, further action including legal steps are necessary.

Consumers will also have up to 15 months to refer their complaint to the Financial Ombudsman, rather than the usual 6 months. This extension applies to complaints where we have sent a final response in the period beginning with 12 July 2023 and ending with 10 January 2024, or where we have sent a final response during the period beginning with 11 January 2024 and ending with 20 November 2024.

Please find more information on the FCA website, links below:



Make a motor commission complaint or enquiry.

The quickest and easiest way to send us your enquiry or complaint is to email us with your details, so that we can check if you had a discretionary commission rate and then investigate this fully for you.

You will need to provide us with the following information to locate your account details. If you don’t have all the information available, please provide us with as much information as possible. We may need to ask you for further information in order to identify you and investigate your complaint effectively.

Account holder information
  •  Account number:
  • Full name:
  • Date of birth:
  • Full address and postcode:
  • Previous address and postcode:
  • Car registration number:
  • Contact telephone number:

Please Email us at:  bpfmotorcommissioncomplaints@barclays.com

We’ll then check our records for your finance agreement and confirm whether or not it had discretionary commission arrangement in place. If so, then you don’t need to do anything further, we’ll log a complaint on your behalf, provide you with confirmation and reach out to you once the investigation is complete. If you just want to make an enquiry at this stage, please let us know and we will respond with an update on your account, and confirm if your agreement was subject to a discretionary commission arrangement. 

Motor commission complaints FAQs