Please note that we can only discuss details of an agreement with the agreement holder. To discuss a partner or family member's agreement, we will need the customer's authority. The customer will need to contact us on 0370 5050 150 and provide details of the third party's name and date of birth. We will ask for a password to be provided, which will then be used to identify them.
BMW Motorrad UK is committed to providing products and service of the highest standard. But we do understand that sometimes things can go wrong. If you have a concern or are dissatisfied in any way, we’ll do our best to help resolve the situation in a fair and transparent way.
Please click here for details on BMW Motorrad Financial Services complaint handling procedure.
In January 2024, the Financial Conduct Authority (FCA) paused the usual time limits for handling some motor finance commission complaints. This was while it reviewed past commission arrangements across the motor finance industry.
Following its review, the FCA published its final rules for a redress scheme on 30 March 2026. However, some parts of the scheme are being challenged. We don’t expect to know the outcome of this challenge until early 2027. Although we are not involved in the challenge, the FCA has agreed that parts of the scheme will be paused. Whilst there is a pause, we’re continuing to prepare for the scheme.
If you’ve already sent us a complaint, you don’t need to do anything else at this stage.
We’ll keep your complaint on hold for now. We’ll continue to monitor developments and contact you as soon as we can move your complaint forward. Your right to have your complaint considered will not be affected by these temporary arrangements.
The pause only applies to complaints that fall within the FCA’s redress scheme. If your complaint is outside the scheme, we’ll handle it under the FCA’s normal complaint-handling rules. We’ll contact you to explain what happens next.
If your agreement is within the scheme but no redress is due, we’ll also contact you in line with the latest FCA timelines.
You can find the latest information and timelines on the FCA website here.
Which customers could this apply to?
If you entered into a regulated motor finance agreement on or after 6 April 2007 where commission was paid, you’re likely to be eligible to make a complaint. This will include Select, Hire Purchase, Lease Purchase and Contract Hire agreements.
This applies for any type of commission, eg a discretionary or a non-discretionary one.
What is a discretionary commission?
Typically, the amount of commission earned by a dealer or broker was determined by the interest rate that the agreement had been contracted at – the lower the interest rate, the lower the commission the dealer or broker received, and vice versa. This was known as a discretionary commission arrangement. Since January 2021, this commission model is no longer allowed.
What is a non-discretionary commission?
This is usually referred to as a fixed commission. This means a fixed amount is paid by us and is calculated based on the vehicle you buy or as a percentage of the amount you borrow. The dealer or broker doesn’t have any discretion to vary the interest rate or APR you pay under your finance agreement.
How do I find out if my agreement was subject to a discretionary or other type of commission?
Please complete our discretionary commission enquiry form by clicking on the link below.
You’ll need vehicle registration, finance agreement number and any previous postcode / surname at the time of your agreement.
What should I expect if you’ve already confirmed the commission model that applied to my agreement?
If we’ve sent you a confirmation of your commission model type, we’ll automatically log a commission complaint on your behalf and send you a letter of acknowledgement.
No further action is required from you. We’ll investigate your complaint but won’t be able to send a final response until after the FCA commission complaints pause, ie after 31 May 2026.
Where can I log a commission complaint?
You can register a commission complaint here.
Please provide vehicle registration, finance agreement number and any previous postcode / surname at the time of your agreement.
When can I expect to hear from you?
A commission enquiry can take us a while to respond to if we can’t match your information to our records but we will come back to you and ask for additional information.
We’ll acknowledge receipt of your complaint within 8 weeks. After the FCA has issued its new rules, we’ll start to respond to complaints after 31 May 2026.
For the latest information from the FCA, please click here.
Where can I find further information from the Financial Conduct Authority?