Discretionary Commission Arrangement (DCA) complaints

Question

LeasePlan · Accepted Answer

On 11 January 2024, the Financial Conduct Authority (FCA) announced a temporary change to the complaint-handling rules for customers affected by Discretionary Commission Arrangements (DCA).

You will be an eligible DCA complainant if you used a car finance credit product prior to 28 January 2021 and a DCA was applied to your credit agreement. This includes Personal Contract Purchase, Hire Purchase and Credit Sale financial products.

The FCA announced the following changes to complaint timescales **relating to DCAs only**.

- The 8-week final response rule has been paused until the 25 September 2024.
- The time limit for customers to refer relevant complaints to the Financial Ombudsman Service (FOS) has been extended from 6 to 15 months.

As a result, we will not be in a position to issue a final response to your DCA complaint whilst we await the outcome of the FCA’s work.

For further details about the FCA’s work and the reason for the pause to DCA complaints, please visit their website - [https://www.fca.org.uk/carfinance](targetBlank:https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.fca.org.uk%2Fcarfinance&data=05%7C02%7Canisa.choudhary%40leaseplan.com%7C2de002c6ce3544f14a9908dc1e69212b%7Cfbe056391dac4eecbcfbdb00743d3e24%7C0%7C0%7C638418684145301686%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=CVHeX%2F%2Fm%2BxyJMbSvs5UUUDBy9VqAWavEHZr4iYXIF5M%3D&reserved=0 "Original URL: https://www.fca.org.uk/carfinance. Click or tap if you trust this link.").

If you want to submit a DCA related complaint, please click on the orange icon in the bottom right corner of this page and you can get in touch with us to do this.

Please be aware that all other complaints **not related** to a DCA will follow the normal process and timescales as laid out by the FCA.

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