Barclays Partner Finance | Motor commission complaints
From 2003 to 2019 Clydesdale Financial Services Ltd (CFSL), trading as Barclays Partner Finance (BPF), provided finance for car purchases.
11th January 2024 – The FCA announced (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, and they will then confirm the result of this consultation, and next steps after the 4th December 2025.
Following this announcement in December 2025, it is anticipated that lenders will then look to commence processing motor finance DCA complaints in 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.
19th December 2024 – the FCA announced (PS24/18) that following a recent judgment by the Court of Appeal on motor finance commissions, firms will now have until after 4 December 2025 before they have to start responding to any other type of motor finance commission complaint. This means that all motor finance commission complaints are now subject to a complaint handling pause, 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 complaint to the FOS, rather than the usual 6 months.
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 motor loan with us and then investigate this fully for you.
You will need to provide us with the following information to locate your account details. If you do not 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 will then check our records for your finance agreement and confirm whether or not it had commission arrangement in place. If so, then you do not need to do anything further. We will 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 commission arrangement.
Motor commission complaints FAQs
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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 commission was paid on your BPF motor finance agreement.
You will need to provide us with the following information to locate your account details. If you do not 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
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You do not 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 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 commission arrangements, if so, we will log a complaint on your behalf, and let you know.
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When you submit your enquiry, we will check if there was a commission arrangement between the lender and the broker. If commission was paid, we will let you know what type of commission was paid and log your complaint. If commission was not paid, we will let you know, and no complaint will be logged.
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A recent Court of Appeal judgment restricted its comments to the payment of commission. Arrangements we make between ourselves and third parties for the provision of services outside of commission are not covered by the judgment and are confidential as they are commercially sensitive.
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Once you submit your enquiry, we will let you know if we have 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 will not be able to give you a status update until the FCA confirm the outcome of their review, which is expected in December 2025. There is no need to contact us in the meantime – we will get in touch when there is an update on your case.
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Yes, but you do not need to use a claims management company or a solicitor as you can come direct to us for free.
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 for Claims Management Companies 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/.
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You can ask a friend or family member to submit the complaint or enquiry on your behalf if you prefer. We may need to reach out to you to authorise us to discuss your complaint/enquiry with them if we do not already have this authorisation 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.