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:
https://www.fca.org.uk/news/statements/fca-undertake-work-motor-finance-market
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
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You don't need your agreement number to submit this enquiry. Please provide us with as much information as possible to enable us to complete a full search.
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Please provide your current and previous name which will enable us to complete a full search to locate your account details.
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Please provide your current and previous address with post code, which will enable us to complete a full search to locate your account details.
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Please provide details of all accounts and vehicle registration details, to enable us to complete a full search and locate each account. We will confirm if each account is subject to discretionary commission arrangements, if so, we will log a complaint on your behalf, and let you know of any accounts which are not subject to discretionary commission arrangements.
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We’ll let you know if we can locate your motor finance agreement within 28 days. If you have asked us to log a complaint, this will be completed automatically on your behalf, otherwise we will respond to your enquiry and confirm if your account was subject to discretionary commission arrangement.
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The Financial Conduct Authority (FCA) have paused the final response timelines for complaints relating to discretionary commission on motor finance agreements while they investigate how firms should deal with these complaints. The investigation is expected to continue until at least 25 September 2024, but we'll keep you updated.
If your complaint is not subject to discretionary commission arrangement, it will be treated in line with our standard complaints handling timeframes found here
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Once you submit your enquiry, we’ll let you know if we’ve located your motor finance agreement within 28 days. If a complaint is logged on your behalf, you will also receive confirmation with your unique complaint reference number. We won’t be able to give you a status update until the FCA investigation is completed, which is expected to be on or after 25 September 2024. There’s no need to contact us in the meantime – we’ll get in touch when there’s an update on your case.
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You may choose to use a solicitor or a claims management company and if you do, they may charge you a fee for their services. Before signing up to a claims management company or solicitor, you can check via the relevant regulators website if the firm is properly authorised to conduct claims management activity.
The Financial Conduct Authority (FCA) register can be found here: https://register.fca.org.uk/s/
The Solicitors Regulation Authority (SRA) register can be found here: https://www.sra.org.uk/consumers/register/.
Your complaint will be treated the same whichever service you decide to use.
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You can ask a friend or family member to submit the form on your behalf if you prefer, we may need to reach out to you to authorise us to discuss your enquiry with them if we don’t already have this on file.
If you have power of attorney or a court of protection order, for example, then we may reach out to you to provide copies of these documents before we are able to disclose any details about the agreement.
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For any additional queries or support required, options of how to contact us are shown below:
- Call: 0800 15 22 888 *. Our opening hours are Monday to Saturday 09:00 – 18:00.
- Write to us: Barclays Partner Finance, PO Box 2501, Cardiff, CF23 0FP
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We’ll use your data in line with our privacy policy. We might contact you using the contact details you provide in relation to your enquiry.