Example Completed Complaint Letter (Annotated)

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#The Letter

Below is a real-style complaint letter for a motor finance commission claim, with annotations explaining why each section works.

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James Smith

45 Oak Avenue

Manchester

M15 4AB

Email: james.smith@email.com

Phone: 07700 900123

27 January 2026

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Complaints Department

ABC Motor Finance Ltd

PO Box 1234

Leeds

LS1 1AA

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Subject: Formal Complaint – Undisclosed Commission – Account 12345678

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Dear Sir/Madam,

I am writing to make a formal complaint regarding my PCP finance agreement (account number 12345678), which I entered into on 15 March 2019 for the purchase of a Ford Focus from Example Motors in Manchester.

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Background

• Vehicle: Ford Focus, registration AB19 XYZ

• Purchase price: £18,500

• Deposit paid: £2,000

• Amount financed: £16,500

• Term: 48 months

• Monthly payment: £289

• Total payable: £15,872 (including £1,872 interest)

• APR: 9.9%

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My Complaint

I was not informed at the time of sale that the dealership would receive a commission payment from you for arranging my finance. I have since learned that this commission was likely structured as a Discretionary Commission Arrangement (DCA), meaning the dealership could increase my interest rate to earn a higher commission.

I believe:

1. The commission was not disclosed – At no point was I told the dealer would earn commission, or how much

2. I was not given a fair comparison – I was not told I could get finance elsewhere, potentially at a lower rate

3. The arrangement created a conflict of interest – The dealer had an incentive to charge me more, not find me the best deal

4. This breached FCA rules – Firms must disclose commission arrangements and ensure customers are treated fairly

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Impact on Me

Had I known about the commission arrangement, I would have:

• Shopped around for better rates

• Negotiated with the dealer

• Potentially used a different finance provider

I paid more interest than I should have because of an undisclosed conflict of interest.

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Resolution Sought

I am seeking:

1. Confirmation of the commission paid to the dealership

2. Refund of the commission amount paid

3. Refund of any additional interest I paid as a result of an inflated APR

4. 8% simple interest on the above amounts from the date of payment

5. Compensation for the distress and inconvenience caused

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Next Steps

Please provide your final response within 8 weeks. If I am not satisfied with your response, or if I do not receive a response within this timeframe, I will escalate my complaint to the Financial Ombudsman Service.

Please acknowledge receipt of this complaint within 5 working days.

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Yours faithfully,

James Smith

Enclosed:

• Copy of finance agreement

• Bank statements showing payments

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#Why This Letter Works

Element	Why It's Effective
Specific details	Account numbers, dates, amounts – makes it easy to process
Clear structure	Headings help the reader navigate
Factual tone	No anger or accusations – just facts
Legal basis mentioned	Shows you understand your rights (but not required)
Specific resolution	Tells them exactly what you want
Deadline stated	Creates urgency and shows you know the process
Evidence attached	Supports your case from the start

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#Common Mistakes to Avoid

❌ Don't be emotional – "You thieves!" won't help your case

❌ Don't ramble – Stick to relevant facts

❌ Don't threaten – "I'll tell the newspapers!" is counterproductive

❌ Don't forget your account details – They can't help without them

❌ Don't forget to keep a copy – You'll need it for the ombudsman

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