Our Complaints process

At JBR Capital Limited, we pride ourselves in providing excellent customer service and are committed to treating our customers fairly. We welcome all feedback from our customers and have a dedicated complaints procedure in place.


Step 1

Complaint: If you have a concern or a complaint, please call us on 020 3355 0051 or email us at Complaints@jbrcapital.com


Step 2

Written acknowledgment: JBR will provide a written acknowledgment within five working days of receiving your complaint


Step 3

Investigation: JBR will investigate your complaint fairly and diligently, ensuring any necessary information is requested and reviewed


Step 4

Final response letter: We endeavour to send you our final response as soon as possible and within eight weeks of receiving your complaint, dissatisfied with the outcome, you may be able to refer the complaint to the Financial Ombudsman Service (FOS) who provides free service. The ability to refer to the FOS will be detailed in our final response letter and will depend if you are classified as an eligible complainant under the rules of the Financial Conduct Authority (FCA). Please note that if you hold an unregulated agreement with us it is unlikely that you will fall into this definition.

In circumstances where we are unable to respond to your complaint within eight weeks, we will write to you, explaining why and detail the next steps.

After we send you our final response to your complaint, if you remain dissatisfied with the outcome, you can contact the Financial Ombudsman Service (FOS) who are a free informal mediation service. For more information about FOS please visit www.financial-ombudsman.org.uk.

Is your complaint about Discretionary Commission Arrangements (DCAs)? 

On 11th January 2024, the Financial Conduct Authority (FCA) introduced temporary complaint handling rules on motor finance discretionary commission arrangements (DCA) across the motor finance industry. The FCA has confirmed it has commissioned several reviews to reach a more definitive understanding on the size and materiality of such concerns around DCA complaints.

The FCA has explained before January 2021, there were some lenders who allowed brokers to adjust the interest rates they offered customers for car finance. It was seen, where there was a higher interest rate, the more commission the broker received. This was known as a discretionary commission arrangement, (DCA). 

Whilst the FCA banned this practice in 2021, but since, many lenders and brokers, as well as the FOS have seen a high number of complaints from customers, about how much they were charged before the ban was implemented. It is for this reason, the FCA have decided to commence a review of historical motor finance commission arrangements and sales across the industry. If the FCA’s review demonstrates there has a been a widespread misconduct and firms have failed to comply and treat customers fairly, resulting in a loss to customers, the FCA would take the necessary steps to make sure customer who are owed compensation receive the appropriate settlement in a fair manner.


What this means for you?

You may have a DCA complaint:

      • If you took out your finance agreement with us for your vehicle before 28 January 2021
      • If you are aware that there was a DCA in place for your finance agreement

However, please note the above would not apply if:

      • Your finance started with JBR Capital on or after 28 January 2021

If you are impacted by the DCA, it is important to note, the FCA have paused the handling of such complaints for a period of 9 months, whilst they undertake their review work and determine their next course of action. This means that you will not receive a final response letter within the usual 8-week timeframe. The deadline to respond to your complaint with a final response letter is now 25 September 2024.

Once you receive our final response letter, you would be able to take your complaint to the Financial Ombudsman Service (FOS), however you will now have 15 months and not 6 months, following the FCA pause, to refer your complaint to FOS from the date of our final response letter.

The FCA’s focus is on regulated finance agreements prior to January 2021.

For more information about the FCA’s motor commission review, please visit Car Finance Complaints | FCA

If you wish to make a complaint about a discretionary commission arrangement (DCA) on your finance agreement, please contact us at complaints@jbrcapital.com

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