Response on my initial email to bluemotorfinance (DCA)

dmcf84

Hi

I have had this response. What's the next steps ?  Do I need do anything now ? They says 8 weeks from Dec 2025 ? Does this mean that I won't have an update until the end of the year ? 


Do I need to respond ? 

Thank you for contacting us to confirm whether any commission was paid to the Introducer regarding your above agreement and whether the commission was calculated using a Discretionary Commission Arrangement (“DCA”). After checking our records, we can tell you that we did pay a discretionary commission to the dealer.  We'll treat your email as your complaint.

 

I enclose a copy of our complaint handling procedure for your information. You will note that we are required under this procedure to provide a final response to your complaint within 8 weeks. You would then have the right to refer the matter to the Financial Ombudsman within 6 months from the date of our final response.

 

However, the Financial Conduct Authority (“FCA”) has recently introduced temporary changes to the handling of complaints where the complaint relates to a discretionary commission arrangement (“DCA”) between us and the Introducer and/or where the commission was calculated using a DCA commission model. I can confirm that an element of DCA commission was paid in connection with your above agreement.

 

The changes include a pause of the 8-week time limit in which we are required to provide our final response to your complaint. The pause will expire on 4th December 2025 and therefore based on the new rules currently in place, we will have 8 weeks from this date by which to issue our final response. In addition, the time-period in which you will have the right to refer your complaint to the Financial Ombudsman has also been extended from 6 months to 15 months from the date of our final response.

 

The FCA has introduced the above pause so that it can carry out a thorough investigation into complaints from customers regarding the cost of their car finance under the DCA commission model. You can find more information about the pause on the FCA’s website

 

Please note that in light of the above, we will hold your complaint paused pending the outcome of the FCA’s investigation and you will receive a final response from us within 8 weeks following the 4th December 2025.

 

We will keep in contact with you whilst we investigate your complaint. However, if you have any additional information that you would like to provide us in the meantime, please do not hesitate to contact us on 0203 005 9334. Our phone lines are open from 9am to 5pm on Monday to Friday, alternatively you can write to us at the address above or email us at complaints@bluemotorfinance.co.uk.

dunstonh

I have had this response. What's the next steps ?  Do I need do anything now ? They says 8 weeks from Dec 2025 ? Does this mean that I won't have an update until the end of the year ? 

Correct. The complaints process has been suspended until then at the earliest.

Do I need to respond ? 

No.  Indeed, you didnt even need to raise the complaint in the first place.    The FCA are currently consulting on making the whole process proactive with lenders.

dmcf84

Sorry I don't understand...why wouldn't I need to raise a complaint to query it ? If I had not done anything they would not have contacted me? 


Also..the email states that they will get back to me within 8 weeks..so this is 8 weeks from receipt of the email? Reading over it again 




"I enclose a copy of our complaint handling procedure for your information. You will note that we are required under this procedure to provide a final response to your complaint within 8 weeks."


Or does it mean it has been paused ? What will be the likely outcome.? Why have they paused until the end of the year..doesn't make sense.. is this just in my case or is this the same for everyone going through this process ?

dunstonh

Sorry I don't understand...why wouldn't I need to raise a complaint to query it ? If I had not done anything they would not have contacted me? 

A section 404 redress scheme, which is the FCA is currently consulting on requires the financial firm to contact you directly without the need for you to raise a complaint.

You decided to file a complaint prematurely, even though the FCA has not yet published their report.  That is not unexpected as unfortunatly, some sitse have encouraged you to do that.   

Also..the email states that they will get back to me within 8 weeks..so this is 8 weeks from receipt of the email? Reading over it again 

The whole process is suspended.  Including the 8 week period.     So, whilst it says 8 weeks, that won't happen until the suspension is lifted by the FCA.

What will be the likely outcome.?

We have to wait for the FCA report.     
However, it's likely that the FCA will cancel all complaints and use the section 404 redress scheme instead.

Why have they paused until the end of the year..doesn't make sense..

It makes perfect sense.   The court cases are still ongoing.    You have to wait for the outcome of those.

. is this just in my case or is this the same for everyone going through this process ?

Its everyone who has jumped in prematurely.

neilied

Err this very sites recommendation was to complete the claim details and send the generated email. Appreciate goal posts have moved but this site still has the mis-selling tool active

Nasqueron

neilied said:

Err this very sites recommendation was to complete the claim details and send the generated email. Appreciate goal posts have moved but this site still has the mis-selling tool active

MSE is like that unfortunately, in the probably unlikely event this whole thing is shut down by the FCA, courts etc they will have cost firms millions in complaint handling for nothing. Martin tends to jump the gun on stuff like this and tells people to chuck in their details - the FCA announcement on a pause on investigations was made public some time before MSE launched the tool, the sensible (and money saving) thing would have been to wait until the review and then launch it, instead all those costs will be passed onto consumers even if no compensation is paid.