Millions of car finance customers who may be owed compensation can get help making a complaint for free, as the FCA launches a national advertising campaign.
Research 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 FCA being available.
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.'
Many car finance customers are already acting – 59% have made or are considering a claim – but a significant group (23%) say they are unsure of their options.
The campaign – running across TV, radio, print, billboards and social media until 6 September – directs people to a free template complaint letter on the FCA website[2]. More than 80% of those surveyed said this would make them more confident complaining directly to their lender.
Notes to editors
- See the TV advert[3].
- The FCA used Kantar to survey 1,000 motor finance customers online between 25 and 28 June 2026: UK adults aged 18+ who currently hold, or have held, a motor finance arrangement in their own name or jointly.
- The FCA has launched a £2m advertising campaign to help people concerned about their car finance feel confident making a complaint.
- More information for consumers can be found on the FCA website[2].
- The campaign runs from 27 July to 6 September 2026.
- Advertising will reach audiences across the country through video on demand platforms (expected to be seen almost 11 million times), alongside 2,180 outdoor placements, national radio stations, print titles with a combined circulation of nearly 3 million, and social media channels including Facebook, Instagram and TikTok.
- In March, the FCA launched a redress scheme, with consumers expected to be compensated £7.5bn. The scheme is currently partially suspended[4] due to legal challenges. The FCA plans to defend it robustly.