Barclays Partner Finance | Motor commission complaints
From 2007 to 2019 Clydesdale Financial Services Ltd (CFSL), trading as Barclays Partner Finance (BPF), provided finance for car purchases.
- 11th January 2024 – The FCA announced on (PS24/1) that, owing to the high number of complaints to motor finance firms claiming compensation for commission arrangements, it would use its powers to review historical motor finance commission arrangements and sales across several firms.
A pause was also announced of the 8-week deadline for motor finance firms to provide a final response to complaints about motor finance agreements where there was a discretionary commission arrangement (DCA) between the lender and the broker. This pause would allow the FCA to analyse the issue and decide what, if any, further action including legal steps were necessary.
The FCA were expected to set out the findings of their review in September 2024.
- 24th September 2024 - the FCA announced via Policy Statement (PS24/11), that they now intend to publish the results of their review, with a proposal for consultation on next steps in May 2025.
- December 2025 - FCA intends to confirm the result of the consultation, and next steps, with firms not having to issue motor finance DCA complaint final responses until after the 4th December 2025.
It is anticipated that lenders will look to commence processing motor finance DCA complaints early 2026, with consumers having until no later than the 29th July 2026 or 15 months from the date of their final response letter, to refer their complaints to the Financial Ombudsman Service (FOS), rather than the usual 6 months.
As always BPF will fully co-operate with the FCA, and if consumer detriment is found, BPF will take action to put things right.
Please find more information on the FCA website, links below:
https://www.fca.org.uk/news/statements/extension-motor-finance-complaint-handling-pause-confirmed
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 arrangements (DCA) on motor finance agreements, while they investigate how firms should deal with these complaints.
The investigation is expected to continue until May 2025, at which point the FCA will issue a proposal for consumer redress for consultation to motor finance firms, the output of which will be shared in December 2025.
It is then anticipated that motor finance firms will look to commence processing motor finance DCA complaints from early 2026.
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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 confirm the outcome of their review, which is expected in December 2025. 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/.
Whether you choose to use a Claims Management Company, Solicitor or you make a complaint direct to us, 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.