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If your car finance agreement was taken out before January 2021, the person that arranges the loan, for example your car dealer, may have adjusted the interest rates they offered customers for car finance. Typically, the higher the interest rate, the more commission the broker received. This was known as a discretionary commission arrangement and may have created an incentive for the dealer to increase how much customers were charged.

In line with Financial Conduct Authority rules, Northridge ceased all discretionary commission arrangements with car dealers in 2021.

Given the high number of complaints lenders such as Northridge and the Financial Ombudsman Service (FOS) have received, the Financial Conduct Authority announced on 11 January 2024 to carry out a review on historical motor finance commission arrangements. More information can be found on the FCA website here.

The FCA will assess the extent of the problem to make sure that, if you are owed compensation, you get it in the best way possible.

As a result of the FCA review, they are pausing the 8-week deadline for motor finance firms to provide a final response to relevant customer complaints.

The pause will apply to complaints about motor finance agreements where there was a discretionary commission arrangement between the lender and the broker and will last for 37 weeks (approximately 9 months) and comes into effect from 11 January 2024.

This is to prevent disorderly, inconsistent and inefficient outcomes for consumers and knock-on effects on firms and the market while the FCA assesses the issue and determine the best way forward. In deciding next steps, they will be informed by their statutory objectives to protect consumers, ensure market integrity and promote competition in the interests of consumers.

More information on car finance commission complaints can be found on the Financial Ombudsman Service (FOS) website.

Who this applies to

This applies to you if:

  • you used car finance to buy a car before 28 January 2021, this includes hire purchase agreements, such as Personal Contract Purchases 

This doesn’t apply if: 

  • you used car finance to buy a car on or after 28 January 2021 
  • you used a hire agreement, such as a Personal Contract Hire
  • you used a Northridge unsecured personal loan

If this doesn’t apply to you, but you have a complaint about another issue, please visit our complaints page.

Making a complaint

It’s free and simple to complain to Northridge and the Financial Ombudsman if you’re unhappy with a financial product or service.

A claims management company (CMC) can make a complaint for you, but you’ll have to pay a fee or part of any potential compensation you are awarded. 

If you’re thinking about using a CMC, or another type of claims management service, find out what to expect.

Speak or write to our Head Office in Belfast. Our telephone number is 0800 917 0931. Our lines are open from 9.00am to 5.00pm Monday to Friday.  Please note that calls may be recorded for quality, training and compliance purposes. We will take the details of your complaint, and pass it to the right person, who will contact you. If you want to put your complaint in writing, please address it to:

Complaints Department
Northridge Finance
5th Floor, Bank of Ireland
1 Donegall Square South

When we receive your complaint we will reply to you within 5 working days. We will always deal with your complaint as quickly as we can. In line with the temporary FCA rules relating to complaints about motor finance commission, Northridge will provide a final business response within 45 weeks of receipt of your complaint (8 weeks for non commission related complaints).

If you are not happy with our final business response you have the option of referring your complaint to the Financial Ombudsman Service.

If you have a complaint that Northridge Finance does not resolve to your satisfaction, the Financial Ombudsman Service may be of assistance. They can help resolve disputes between financial institutions and their customers. They are entirely independent, and the service is free of charge to consumers.

Under the temporary FCA rules, you now have a longer timeframe to bring your complaint to FOS. Usually, consumers will have 6 months from the date on the final response to refer the complaint to the Financial Ombudsman Service, but the FCA has extended this to 15 months for complaints relating to motor finance commission.

For more information specifically relating to the Financial Ombudsman Service and motor finance commission complaints, click here.

The Financial Ombudsman Service can be contacted at:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London E14 9SR


You can also contact the Financial Ombudsman Service (FOS) by phone: