Complaints and Feedback
At Citygate, we always aim to provide the highest level of service and ensure every customer leaves satisfied. However, we recognise that there may be occasions where we fall short of your expectations. If you are not completely satisfied with the service you have received, we encourage you to let us know. Your feedback is vital to us, and by sharing your concerns, you give us the opportunity to investigate the issue and take the necessary steps to resolve it. We are dedicated to making things right and continuously improving our service for all customers. Thank you for helping us improve.
It is normally quicker for issues to be resolved at the dealership you purchased from or where your vehicle was last serviced or repaired. If your situation has not been addressed you can send a full complaint, please select one of the options below to do this. Our aim is to resolve any issues within five working days, although this may take longer.
For us to process your complaint please select an option
Commission Disclosure and Complaints Process
If you would like to know whether Citygate was paid a commission by a lender for arranging your finance, or if you have a complaint relating to discretionary commission arrangements, please contact the lender directly.
Below is a list of the lenders who provide finance to Citygate, along with their contact details and relevant links for commission-related complaints:
Volkswagen/ Skoda/ SEAT/ CUPRA/ VWCV - VWFS - contact details: commissionclaims@vwfs.co.uk, useful links: https://customer.vwfs.co.uk/discretionary-commission.html
Kia - Hyundai Capital UK Ltd trading as Kia Finance - contact details: customerrelations@kiafinanceuk.co.uk, useful links: https://www.kiafinance.co.uk/making-a-complaint-retail/commission-arrangement-complaints/
Kia - ALD Automotive Ltd - contact details: qualityuk@aldautomotive.com, useful links: https://www.aldautomotive.co.uk/motor-finance-commissions
All Brands - Evolution* - https://www.evolutionfunding.com/public/funder-customer-care-contact-details/
**Evolution is a broker that provides suitable finance options when funding cannot be arranged through the branded manufacturer. The website link above leads to a list of funders Evolution works with, who may have provided your finance.
You can also read more about how to complain and what to expect from the Financial Conduct Authority FCA.
If you still have a specific question for us, please complete the customer feedback form.
Frequently Asked Questions – Discretionary Commission Arrangements (DCA)
What is the FCA investigating?
The Financial Conduct Authority (FCA) is investigating Discretionary Commission Arrangements (DCAs) in the motor finance market because firms failed to disclose these arrangements to customers, leading to potential overcharging on car loans and unfair outcomes. To support this process, the FCA has temporarily suspended the usual 8-week deadline for firms to respond to finance-related complaints. This pause, originally set for 37 weeks, has now been extended until 4 December 2025, allowing firms time to incorporate the findings of the investigation into their responses.
What is a Discretionary Commission Arrangement (DCA)?
A DCA refers to a setup where a lender permitted a broker or dealership to determine the interest rate charged to the customer. The commission earned by the intermediary was directly linked to the interest rate applied. These arrangements were banned by the FCA on 28 January 2021.
Does the timing of my finance agreement matter?
Yes. Agreements taken out before April 2007 or after 27 January 2021 fall outside the scope of the FCA’s investigation. Since DCA’s were excluded from 28 January 2021, any finance agreements made after this date would not have involved such arrangements.
Can you provide me with a copy of my finance agreement?
Citygate Automotive Ltd does not hold full copies of customer finance agreements. In the first instance, please contact your finance provider directly. Please find a list of the lender we work with and their details above.
How can I find out what commission model applied to my agreement?
Your lender will be able to provide details about the commission structure associated with your finance agreement. Please reach out to them directly.
Was commission paid for arranging my finance?
To confirm whether commission was paid in relation to your agreement, please contact your lender, please see list of lenders we work with. The lenders are best placed to provide this information.
Are you my lender?
No, Citygate Automotive Ltd dealerships act as credit intermediaries, not lenders. For any finance-related queries, please refer to the list of lenders we work with above.
How do I make a complaint about a DCA?
If you believe your finance agreement involved a DCA and wish to raise a complaint, you should contact your lender directly, see list of lenders above. The lender will guide you through the process. Please note that due to the FCA’s investigation, responses may be delayed until the review is complete.
Should I use a claims management company to make a complaint?
It’s not necessary to use a Claims Management Company (CMC). These firms usually charge a significant portion of any compensation you may receive. You can submit a complaint directly to your lender using simple forms they provide. This ensures that, if compensation is awarded, you receive the full amount.