Free Ways to Complain: Lender, FCA and the Financial Ombudsman Service
You do not need to pay a claims firm to complain about mis-sold motor finance. Here are the three free routes available to UK consumers.
1 March 2026 · 4 min read
Advertorial DisclosureMotor Watch Report is an independent advertorial site and receives referral fees for qualified leads sent to regulated claims firms. You can complain free of charge directly to your lender, through the FCA's redress scheme, or via the Financial Ombudsman Service. See our full disclosure.
One of the most important things to know about the motor finance redress process is that using a claims firm is completely optional. Here is how to go it alone at no cost.
1. Complain directly to your lender
Every regulated lender must have a formal complaints process. Write to them, explain that you believe your motor finance agreement may have involved undisclosed commission or other unfair practices, and ask them to review it under the FCA's redress framework. The lender has to respond in writing within the time limits set by the regulator.
2. Use the FCA's redress scheme
The FCA has confirmed that eligible agreements will be reviewed under a structured scheme. Guidance and the latest process updates are published on the regulator's own consumer pages.
3. Refer to the Financial Ombudsman Service
If you are unhappy with the lender's final response — or if they do not reply within the time limit — you can refer the complaint to the Financial Ombudsman Service. The Ombudsman is independent, its decisions are binding on the lender, and the service is free to consumers.
When people choose a claims firm anyway
- They want help gathering paperwork and drafting the complaint
- They do not have time to chase the lender for a response
- They prefer a single point of contact throughout the process
Regulated claims firms charge a percentage of any successful settlement — always check the fee schedule and cancellation terms before signing anything.
Whichever route you take, our eligibility check can help you decide whether your agreement is worth pursuing.
Check my eligibility — freeThe FCA's Motor Finance Redress Scheme covers regulated motor-finance agreements between 6 April 2007 and 1 November 2024. Outcomes depend on the individual facts of each agreement and are not guaranteed. For official guidance visit the Financial Conduct Authority and the Financial Ombudsman Service.