How do I check the status of my PCP claim?
- Claim-Smart Contributor
- 6 days ago
- 5 min read
You can check the status of your PCP claim by contacting your finance lender directly or checking the online portal provided by the company managing your claim.
You will normally need your complaint reference number, personal details and information about the finance agreement.
Due to the legal challenges surrounding the FCA’s redress scheme, your lender may not yet be able to tell you whether compensation is due or how much you could receive.
If you would like some extra support keeping track of your PCP claim, Claim-Smart can help.
If you submitted a PCP claim a few months ago and have heard very little since, you might be thinking that it’s time for an update.
The best way to check your claim depends on how you originally submitted it.
If you complained directly to the lender, you will need to contact them. If you used a claims management company, you should be able to ask for an update through their online portal or customer support team.
However, it is important to remember that lenders are currently limited in what they can tell you.
Parts of the FCA’s motor finance redress scheme have been suspended while legal proceedings are taking place. Although lenders are still preparing and reviewing claims, they do not currently need to calculate or pay out any compensation.
If you’re looking for a bit of extra support throughout the process, Claim-Smart can help you understand where your complaint stands and what may happen next.
How do I check the status of my PCP claim?
To check the status of your PCP claim, you can contact the lender that provided your car finance agreement.
Your lender may have a dedicated team that deals with enquiries, online form or claim-tracking service that you can use.
When you contact them, ask whether:
Your complaint has been received
Your finance agreement has been found
They need any further information from you
There are any actions you need to take
Your lender may not yet be able to tell you whether compensation is due because the legal challenges to the FCA’s scheme are still ongoing. However, they should still be able to confirm whether your complaint has been received and whether it is being reviewed.
What information will I need to check my claim?
Before contacting your lender, try to gather any details that will help them find your complaint.
This may include:
Your complaint or claim reference number
Your full name
Your address
The finance agreement number
The date you submitted your complaint
Don’t worry if you don’t have everything.
Your name and address may be enough for the lender to find your agreement and complaint.
What if I used Claim-Smart or another claims management company?
If you submitted your complaint through a claims management company, you should usually contact that company rather than contacting the lender.
You may be able to check your claim by:
Logging into your online client portal
Checking emails or text messages from the company
Calling the customer support team
Emailing and asking for an update
When speaking to them, it’s worth asking what stage your claim is at and whether the lender has asked for any extra information.
If Claim-Smart is managing your complaint, our team can help explain what has happened so far and whether anything is needed from you.
What does it mean if my claim is still being processed?
If your claim is still being processed, it usually means the lender has received your complaint but has not yet reached a decision about next steps.
Importantly, a lot of lenders have paused responding to customers until the FCA’s legal case has resolved.
However it’s important to know that lenders are still looking into whether certain agreements qualify for compensation, and just because a claim is being processed does not mean a decision has been made about it.
Why have I not received an update about my PCP claim yet?
There are a few reasons why you may not have received an update about your PCP claim.
Firstly, your lender might be dealing with a very big volume of complaints, especially where millions of historic finance agreements need to be reviewed.
They may also be waiting for documents from the dealer or broker that arranged the finance.
This means your claim may still be progressing behind the scenes, even if there has been very little communication.
Does no response mean my PCP claim has not been approved?
No, not hearing from your lender does not mean your claim has not been approved, equally, it does not mean it has been accepted.
It may just mean the lender is still looking into your agreement or is unable to provide a decision while the FCA scheme is partially suspended.
The FCA has said that lenders should still contact some consumers if they decide they are not owed compensation under the scheme. However, not hearing does not necessarily mean a decision has been made either way.
How often should I check my PCP claim?
There is no need to contact your lender regularly if you have submitted a claim. If your complaint has been acknowledged and the lender has confirmed that it is being processed, contacting them is unlikely to make it move faster.
However, it may be a good idea to ask for an update if:
You have never received an acknowledgement
Your contact details have changed
The lender asked for information and you have not heard back
Several months have passed without any communication
You are unsure whether the complaint was submitted correctly
Keeping your lender updated with your current address, email address and telephone number is especially important, as this is the main way they will contact you.
Can checking my PCP claim speed it up?
Checking your claim will not make the process move faster. However, it can help prevent delays due to mistakes.
For example, your lender may be waiting for an old address, vehicle registration or another piece of information needed to find your agreement. Asking for an update can help you work out whether anything is missing.
It also gives you reassurance that the complaint has been received and is still active.
How do I check the status of my PCP claim?
If you complained directly to the lender, contact them and provide your complaint reference and personal information.
If you used a claims management company, check your online portal or contact the company managing your case.
However, they may not yet be able to confirm whether compensation is due. This is because the FCA’s motor finance scheme is still partially suspended, meaning lenders do not currently have to calculate or pay compensation while the legal process continues.
If you would like support checking where your complaint stands or understanding an update from your lender, Claim-Smart can help.
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