Honda Financial Services
How to contact us
COMMISSION COMPLAINTS
On 11th January 2024, the Financial Conduct Authority (FCA) announced they would be reviewing historic commission paid to retailers on motor finance agreements, specifically discretionary commission arrangements (DCA). Throughout 2024 and 2025 there have been various updates in relation to commission paid on motor finance agreements with the most recent announcement on 3rd August 2025 where the FCA announced they will issue a public consultation in October 2025 outlining how eligible customers could be compensated. The below table provides key updates in relation to this.
Key Date |
Update |
11th January 2024 |
The FCA announced they would be reviewing historic commission paid to dealers on motor finance agreements, specifically discretionary commission arrangements (DCA). Lenders were advised that they had until 25th September 2024 to respond to any customer complaints received. |
24th September 2024 |
The FCA advised the investigation would continue, and the timeframe lenders were given to respond had been extended from 25th September 2024 until 4th December 2025. |
25th October 2024 |
The Court of Appeal ruled on 3 cases involving automotive finance, all of which concerned the disclosure of commission paid to motor dealers by lenders for arranging finance agreements to buy vehicles. The judgement found in favour of customers. |
19th December 2024 |
Following the Court of Appeal judgment, the FCA announced that lenders have until 4th December 2025 to respond to both DCA and non – DCA (disclosure of commission) complaints. |
1st August 2025 |
The Supreme Court issued its decision on the appeal concerning 3 motor finance cases previously ruled on by the Court of Appeal in October 2024. The Court rejected the Court of Appeal judgment for 2 cases but upheld 1 in relation to an unfair relationship. |
3rd August 2025 |
The FCA announced they will be issuing a public consultation on a compensation scheme in early October 2025, proposing that the scheme will cover discretionary commission arrangements if they were not properly disclosed. The FCA will also consult on which non-discretionary commission arrangements should be included. The aim of a scheme would be to get compensation to eligible customers directly without the need to make a complaint. Compensation is not likely to be received until 2026 at the earliest. |
Please note these extensions are only for complaints relating to commission. For further information from the FCA please visit Car finance complaints | FCA
If you wish to make an enquiry and complaint on commission, please use the below methods to do so. We aim to answer all calls as quickly as possible.
Tel: 0345 128 8908
Email: hfe.customerservice@honda-eu.com
Post:
Honda Financial Services Plc
Cain Road
Bracknell
RG12 1HL
Our complaints procedure can be found here for further information and timelines. In the event you are not responded to within the regulatory timelines or remain unsatisfied, you can ask the Financial Ombudsman Service to review your complaint.
The Financial Ombudsman Service can be contacted at Exchange Tower, London, E14 9SR or by telephone at 08000 234 567 or at www.financial-ombudsman.org.uk.
CUSTOMER SERVICES
Please contact our Customer Services Department to discuss:
- Requesting a settlement figure
- Updating address and contact details
- Changing payment dates
- General Queries
Tel: 0345 128 8908
Email: hfe.customerservice@honda-eu.com
Opening Hours:
Monday to Saturday from 09:00 to 17:00 (closed bank holidays)
COLLECTIONS AND RECOVERIES
Please contact our Collections and Recoveries department to discuss:
- Handing your vehicle back
- Making a payment
- Financial difficulties
Tel: 0345 128 8909
Email: hfe.collections@honda-eu.com
Opening Hours:
Monday to Friday 09:00 to 17:00 (Closed Bank Holidays)
COMPLAINTS
If you have a complaint, please contact us on:
Tel: 0345 128 8908
Email: hfe.customerservice@honda-eu.com
Post:
Honda Financial Services Plc
Cain Road
Bracknell
RG12 1HL
Our complaints procedure can be found here for further information and timelines. In the event you are not responded to within the regulatory timelines or remain unsatisfied, you can ask the Financial Ombudsman Service to review your complaint.
The Financial Ombudsman Service can be contacted at Exchange Tower, London, E14 9SR or by telephone at 08000 234 567 or at www.financial-ombudsman.org.uk.
COMPLAINTS PUBLICATION REPORT
Firm name: Honda Financial Services
Period covered in this report: 1 April – 30 September 2024
FINANCIAL DIFFICULTIES
Honda Financial Services are keen to provide support to customers who are experiencing financial difficulties. If you are struggling with your finances, please contact our customer services team on:
Tel: 0345 128 8909
Email: hfe.customerservice@honda-eu.com
Free and impartial advice is available to you from the following organisations:
- Citizens Advice – www.citizensadvice.org.uk/debt-and-money/
- StepChange – www.stepchange.org
- National Debtline - www.nationaldebtline.org
- MoneyHelper - https://www.moneyhelper.org.uk/en/money-troubles/dealing-with-debt/use-our-debt-advice-locator
- Mental Health & Money Advice - www.mentalhealthandmoneyadvice.org/en/managing-money/cost-of-living-crisis-and-your-mental-health/