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Motor Finance Complaints

The Financial Conduct Authority (FCA) is completing a review of the motor finance market.

While it undertakes the review, the FCA has updated its temporary complaint-handling rules that may impact how we handle complaints about motor finance, where a discretionary commission arrangement was in place.

What Type of Complaints Do the Changes Apply To?

The temporary changes listed below will apply to any complaint if:

  • It is about a regulated credit agreement (e.g. loan or hire purchase) taken out before 28 January 2021, that was used to finance the purchase of a car; and
  • There was a discretionary commission arrangement between us and the car dealer, which allowed the dealer to adjust the interest rate offered; and
  • We received your complaint on or after 17 November 2023

Complaints about hire agreements are not within the scope of the temporary rules – those will be treated in line with our usual complaint handling procedures.

We will also be contacting specific customers who have already been sent a final response with further information.

Temporary Changes to Complaint Handling Time Limits

The temporary rules for these complaints started on 11 January 2024 and mean that:

  • We have longer to respond – in some cases, we may not be able to provide you with a final response until after 4 December 2025.
  • You have longer to take your complaint to the Financial Ombudsman Service - this has been extended to at least 29 July 2026.

Further information can be found on the FCA's website, which explains the reason for these changes.

Complaints Procedure

We will write to you to acknowledge receipt of your complaint within 5 working days and will explain if we think the changes impact you.

If your complaint is not about a discretionary commission arrangement, we will aim to provide you with a final response within 8 weeks.

If your complaint is about the commission arrangement, we will continue to investigate your complaint, may contact you to ask for further information, and we may not be able to provide you with a final response until after 4 December 2025.

You will not be able to refer your complaint to the Financial Ombudsman Service until we have sent you a final response.

If you are not satisfied with our final response when you receive it, you will have the right to escalate your complaint to the Ombudsman free of charge and will be able to do so until at least 29 July 2026 for motor finance complaints that are subject to the temporary rules.

Contact Us

To make a complaint about a personal loan agreement, you can give us a call on: 0344 375 5500, or email us at: complaintsteam@novunapersonalfinance.co.uk

To make a complaint about a regulated hire purchase agreement, you can give us a call on 01784 227333, or email us at: complaints@novunabusinessfinance.co.uk

Website: www.novuna.co.uk/contact-us