The Financial Conduct Authority has launched a nationwide advertising campaign to encourage motor finance customers who may be owed compensation to complain directly to their lender using the regulator’s free tools rather than paying a claims management company or law firm. The campaign centers on a free template complaint letter on the FCA’s website and is intended to help consumers who are unsure how to start a claim or do not realize they can do so without paying fees. The FCA linked the campaign to research showing that 27% of car finance customers lack confidence to complain without paid help, while 23% are unsure of their options. At the same time, 59% have made or are considering a claim. The campaign runs until 6 September across television, radio, print, billboards and social media, with the regulator stating that more than 80% of surveyed customers said a template complaint letter would make them more confident about complaining directly to their lender. In background, the FCA said it launched a motor finance redress scheme in March under which consumers are expected to receive GBP 7.5 billion in compensation. That scheme is currently partially suspended because of legal challenges.
Financial Conduct Authority2026-07-27
Financial Conduct Authority launches GBP 2 million car finance campaign directing consumers to free complaint tools
The Financial Conduct Authority has started a GBP 2 million national campaign to push motor finance customers toward its free complaint tools instead of paid claims firms or law firms. It follows FCA research showing many consumers still lack confidence to complain directly, even though a template complaint letter is available. The regulator also noted that its motor finance redress scheme, launched in March with expected compensation of GBP 7.5 billion, is partially suspended because of legal challenges.