Regulator's survey shows 27% lack confidence to complain directly, despite free tools and template letters available
FCA launches £2m campaign urging car finance customers to claim compensation for free
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Summary
The Financial Conduct Authority (FCA) has launched a £2 million advertising campaign to encourage motor finance customers to complain directly to their lenders for free, rather than paying a claims management company. The campaign, running from July 27 to September 6, 2026, aims to boost consumer confidence in the complaint process.
A survey commissioned by the FCA of 1,000 motor finance customers in June found that 27% lacked confidence to complain without using a third party, despite free tools being available. However, 59% had already made or were considering a claim, while 23% were unsure of their options. Over 80% said a free template letter would make them more confident complaining directly.
Sheree Howard, FCA executive director, stated that many people do not realize they do not have to pay to make a complaint, and the free tools are designed to help them claim without cost.
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Sheree Howard, executive director at the FCA, said: “Many people who may be owed compensation aren’t sure where to start or don’t realise they don’t have to pay someone to make a complaint. “Our free tools are there to help people feel claim confident – so they can get any money owed back without it costing them a penny.” The FCA commissioned a survey of 1,000 motor finance customers, which was carried out in June.
reliability low1/2 sourcesThe FCA's campaign runs from July 27 to September 6 2026.
reliability low1/2 sourcesThe survey also indicated that many car finance customers are already acting, with 59% having made or considering a claim, but a significant group (23%) said they are unsure of their options.
reliability low1/2 sourcesFCA" A survey commissioned by the FCA found that 27% of car finance customers lack confidence to make a complaint without using a claims management company (CMC) or law firm, despite free tools from the regulator being available.
reliability low1/2 sourcesMore than 80% of those surveyed said the free template letter would make them more confident complaining directly to their lender.
reliability low1/2 sourcesThe Financial Conduct Authority (FCA) has launched a £2 million advertising campaign to help people concerned about their car finance feel confident about formally complaining.
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