FCA confirms pause on non-DCA complaints

The FCA has confirmed new temporary rules for handling motor finance non-DCA commission complaints, that broadly mirror those already in place for DCA commission related complaints. Firms will not have to provide a final response to relevant complaints until after 4 December 2025, and consumers will have more time to refer their complaint to the FOS following the firm’s final response.

The new rules apply to complaints received on or after 26 October 2024. The FCA notes, though, that firms must still progress relevant complaints in line with DISP, including collecting relevant evidence and considering relevant factors such as the recent Court of Appeal judgment.

A new page on the FCA’s website also sets out its expectations of firms in the wake of the Court of Appeal decision. It has set out a summary of the Court’s main conclusions and has highlighted what firms should be considering under the Consumer Duty when assessing complaints.