Claim for free

Why claim yourself?

• ✓You keep 100% of any redress.
• ✓The lender does the heavy lifting — once they have your details, they look up your agreement and run the calculation.
• ✓The information they need is the same whether a CMC sends it or you do.
• ✓If the lender rejects, the Financial Ombudsman Service is also free.

What to include in your complaint

• Your full name and any previous names while the agreement was active
• Your date of birth
• Your current address and any addresses held during the agreement
• The lender’s name (often on your bank statement, or via your credit file)
• The agreement number, if you have it (helpful, not essential)
• An indication of when the agreement started and ended
• A clear statement that you are complaining under the FCA motor finance redress scheme about a discretionary commission arrangement

Don’t worry if you’re missing some of this. Lenders are obliged to look up your agreement from your personal details — the agreement number is helpful but not required.

How to send it

Most lenders accept complaints by email or via a webform. You’ll find the right address on the lender’s website under “Complaints” or “Customer feedback.” If you can’t find one, post the letter to their registered office — the address is on their FCA register entry at register.fca.org.uk.

Keep a copy of what you send, including the date. If you email, keep the sent message; if you post, send it recorded delivery.

What happens next

1. Day 0

   You send the complaint

2. Within 8 weeks

   Lender must issue a final response (under FCA rules)

3. If you accept

   Redress is paid directly to you

4. If rejected or you disagree

   Escalate to the Financial Ombudsman Service within 6 months

If the lender rejects your complaint

You can take the complaint to the Financial Ombudsman Service within six months of the lender’s final response. The FOS is free and binding on the lender. They’ll review the case and decide independently. You don’t need a CMC for this either.