Car finance complaints: status and free route
This guide covers England and Wales
The short answer
Complaining directly to your lender is free. Parts of the FCA’s motor finance scheme are suspended after a legal challenge, so compensation timing is uncertain.
Check the FCA’s current position and the dates in your lender’s letters.
In an IVA, bankrupt or previously bankrupt? Compensation may belong to creditors. Ask your supervisor, trustee or a qualified adviser before signing a paid claims agreement.
Checked Sources
Editorial responsibility: IVAs & Bankruptcy — how we check and correct information.
This is information only. We do not check eligibility, collect claim details, draft a claim, match you to a firm or sell referrals.
Find the lender and complain directly
Check the agreement or old statements for the lender. The FCA consumer page links to its lender list, contacts and complaint information. Keep a copy of what you send and any reply.
Whether a complaint is covered depends on the agreement and the applicable rules. We do not assess eligibility or ask you for vehicle, agreement, bank or contact details.
What the current pause means
Some parts of the scheme still apply. The timing and outcome depend on the legal process and your complaint. A missing reply does not establish that compensation is owed.
Follow the current FCA guidance and the dates in any lender letter. Do not apply an ordinary complaint timescale to every motor finance scheme case. This page is a dated summary, not a promise of a payment or deadline.
Before using a paid service
A claims firm or solicitor may charge from any award, and costs depend on the agreement. You can use the direct route without their fee. Check terms before signing, particularly if you are in or have been in formal insolvency.
A potential claim is not a way to fund an IVA or solve debts. For concerns about a lender response, the FCA page explains the applicable review route, including the Financial Ombudsman Service where appropriate.
What to do next
Free, independent debt advice
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Related guides
- Affordability complaints: the free direct routeUnderstand unaffordable-lending complaints, evidence, lender responses and Ombudsman time limits. Information only, with insolvency warnings.
- Complaints and compensation: where to startHow to complain for free about car finance, why you may not need a claims company, the state of the FCA scheme, and a warning if you are in an IVA.
- Find free debt and housing helpFree, independent debt advice and urgent housing help in England and Wales: StepChange, National Debtline, Citizens Advice, Shelter and more.