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Car Finance Probe: Don't Pay to Complain!
27 Jul
Summary
- FCA launches £2 million campaign to help car finance customers.
- Most customers feel unsure about complaining without paid help.
- Free complaint letter template boosts customer confidence significantly.
Motor finance customers who may be owed compensation are being encouraged by the Financial Conduct Authority (FCA) to make complaints without using paid claims management firms. The FCA has initiated a £2 million advertising campaign across multiple platforms to boost consumer confidence in formally complaining about their car finance arrangements.
A recent survey revealed that 27% of car finance customers lack the confidence to lodge a complaint without professional assistance, even though free tools are available from the regulator. This campaign, running from July 27 to September 6, 2026, highlights a free template complaint letter on the FCA's website.
More than 80% of surveyed customers indicated that the free template letter would make them more confident in complaining directly to their lender. The FCA's executive director emphasized that free tools are available to help people reclaim owed money at no personal cost. A redress scheme launched in March is currently partially suspended due to legal challenges, which the FCA plans to defend robustly.
