More than one in four motorists who may be affected by the UK's car finance scandal lack the confidence to make a car finance claim without professional help, according to new research commissioned by the Financial Conduct Authority (FCA) [1].

The FCA's research among 1,000 UK adults who have an existing or past motor finance deal revealed that while consumers understand there is a problem, many are unclear about how to complain or what remedies are available.

The findings come as the FCA launches a nationwide awareness campaign designed to help consumers better understand the claims process and the free resources available to them [2].

More Drivers Are Exploring Car Finance Claims

Interest in car finance claims has continued to grow since the FCA confirmed its proposed compensation scheme for historic commission arrangements [3].

According to the survey, 59% of respondents have already made, or are considering making, a car finance claim, while 23% said they remain unsure about what steps to take. A further 27% said they would not feel confident making a complaint without using a claims management company or solicitor.

The research also found that more than 80% of respondents believed a free complaint template would make them feel more confident about contacting their lender directly.

The findings suggest that although awareness of the FCA car finance review has increased significantly, many consumers are still looking for guidance on how to begin the complaints process.

Why Are Some Consumers Still Unsure?

The car finance scandal has developed over several years, with legal rulings, regulatory investigations and the FCA's proposed compensation scheme creating a complex picture for many motorists.

Some drivers are unsure whether they could have been affected by car finance mis-selling, while others are uncertain whether their agreement falls within the scope of the regulator's review.

The ongoing legal challenges surrounding the Motor Finance Compensation Scheme have also contributed to confusion about when compensation may be paid and whether payouts 2026 remain achievable.

For many consumers, understanding the process can feel just as challenging as determining whether they may have a valid claim.

You Can Choose How to Make a Claim

The FCA has used the survey findings to remind motorists that they have more than one option if they believe they may have been affected by mis-sold car finance.

Consumers who wish to complain directly can use the FCA's free template complaint letter, available on the regulator's website. This allows motorists to contact their lender without paying a third party.

Motorists are not required to use a claims management company or solicitor to pursue a complaint.

However, some consumers choose to use an FCA-regulated claims management company because they prefer professional support throughout the process, while others may seek independent legal advice depending on their individual circumstances.

Ultimately, the FCA says motorists should understand the options available before deciding which route best suits them.

What If Your Agreement Was PCP Finance?

The same choices apply to motorists considering PCP claims.

Drivers who believe they may have been affected by mis-sold PCP car finance can complain directly to their lender, use the FCA's free complaint template, seek legal advice or choose an FCA-regulated claims management company if they would prefer someone else to handle the process.

Whether someone is making a PCP claim, exploring PCP finance claims, considering a possible PCP compensation claim, carrying out a PCP claim check, or looking into a potential car finance refund or PCP refund, understanding the available options can help them decide which approach is right for them.

The FCA's guidance also applies to consumers with other forms of PCP car finance, including those considering PCP car claims linked to historic commission arrangements.

Similarly, motorists who want to carry out a car finance refund check before deciding whether to complain can access information and guidance through the FCA's website.

Awareness Campaign Aims to Build Confidence

The FCA says the survey findings have shaped its new £2 million consumer awareness campaign [4], which is running across television, radio, newspapers, billboards and social media until early September.

The campaign directs motorists to the regulator's website, where consumers can access information about the complaints process and download the free complaint template.

Alongside traditional advertising, the campaign also includes action film-inspired creative designed to encourage consumers to feel more confident about making a complaint [5].

Compensation Scheme Continues

The survey does not change the FCA's proposed Motor Finance Compensation Scheme.

The scheme remains partially suspended while legal challenges continue through the Upper Tribunal [6]. During this period, firms are continuing to prepare operationally but are not currently required to calculate compensation, make payments or issue compensation notifications.

Consumers who believe they may be eligible for car finance compensation do not need to take any additional action because of the survey or advertising campaign itself.

What Should Motorists Do Next?

If you think you may have been affected by car finance mis-selling, the FCA recommends taking time to understand your options before making a complaint.

You are free to complain directly using the FCA's template letter and are not required to use a claims management company. Alternatively, you may choose to instruct an FCA-regulated claims management company or seek independent legal advice if you would prefer professional support.

Whichever route you choose, understanding the process and knowing where to find reliable information can help you make an informed decision as the UK's largest car finance compensation programme continues to progress.

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References:

1. More than one in four motorists who may be affected by the UK's car finance scandal lack the confidence to make a car finance claim without professional help, according to new research commissioned by the Financial Conduct Authority (FCA) - https://www.fca.org.uk/news/press-releases/fca-launches-nationwide-car-finance-campaign
2. the FCA launches a nationwide awareness campaign designed to help consumers better understand the claims process and the free resources available to them - https://creative.salon/articles/work/financial-conduct-authority-m-c-saatchi-feel-claim-confident
3. the FCA confirmed its proposed compensation scheme for historic commission arrangements - https://www.fca.org.uk/publications/policy-statements/ps26-3-motor-finance-consumer-redress-scheme
4. The FCA says the survey findings have shaped its new £2 million consumer awareness campaign - https://ca.finance.yahoo.com/news/motor-finance-customers-not-pay-230100606.html
5. the campaign also includes action film-inspired creative designed to encourage consumers to feel more confident about making a complaint - https://www.campaignlive.co.uk/article/financial-conduct-authority-bigs-finance-claim-app-action-movie-inspired-spot/1965727
6. The scheme remains partially suspended while legal challenges continue through the Upper Tribunal - https://www.fca.org.uk/news/statements/motor-finance-scheme-partially-suspended