FCA has further updated its page containing guidance on the handling of motor finance complaints to include the link to its submission to the Supreme Court. It had previously updated its guidance in the light of the December 2024 judgment so as to:
- extend the time firms have to provide a final response to non-DCA commission complaints (including regulated motor leasing agreements) received on or after 26 October 2024, until after 4 December 2025;
- provide that consumers who receive a final response to such complaints will have until the later of either 15 months from when the final response is sent or 29 July 2026 to refer their complaint to the Financial Ombudsman Service; and
- require firms to maintain and preserve records that are or could be relevant to the handling of existing or future motor finance complaints or civil claims for non-DCA commission.
Where a firm has previously rejected complaints because they did not involve a DCA, FCA expects firms to allow consumers to make fresh complaints about such commission.