Where can I make a complaint about PCP car finance?

To make a complaint about PCP car finance, you can complain directly to your lender, take it to the Financial Ombudsman Service, or use a Claims Management Company like Claim-Smart.

The Financial Conduct Authority (FCA) has announced the final outline of how their redress scheme will work this year. It’s been created to provide compensation to customers for the 12.1 million car finance agreements that were exploited through unfair commission structures.

With the scheme kicking off imminently, knowing where to complain and how to make your complaint is more important than ever. 

And while the FCA has tried to make the claims process as simple as possible to tackle alone, the process can become complicated when obstacles such as dissolved lenders or misplaced paperwork crop up.

That’s where Claim-Smart can provide a professional guiding hand to help you navigate the process seamlessly. 

Operating on a no-win, no-fee basis*, we commit our expert support to all of our customers throughout the process, from initial eligibility checks to possible lender disputes. 

For more information, check your eligibility and kick start your claim today.

Who do I complain to about mis-sold car finance?

There are a few routes you can take:

1. Complain directly to your lender. This should be your first consideration. Reach out to your finance provider, providing all the details you have to hand such as the vehicle make and model, agreement number, and any details that back up the claim. E.g. proof of undisclosed commission. 

2. Approach the Financial Ombudsman Service (FOS). This free, independent body exists to resolve disputes between customers and financial firms. If you don’t hear back from your lender, or you disagree with their response, you can take your complaint to the FOS.

3. Use a Claims Management Company (CMC). Using an expert third party guarantees your eligibility straight away and ensures your claim is submitted correctly. While the FCA outlines that they’re not needed to make a claim, CMCs provide a specialist guide to help you navigate the complexity of the scheme.

How do I make a PCP claim?

Let’s walk through it step by step.

1. Check you’re eligible.

This involves checking if your agreement ticks all the criteria in order to qualify for compensation. 

• An individual (not a business or limited company) who took out a Personal Contract Purchase or Hire Purchase finance agreement

• The agreement was set up between 6th April 2007 and 1st November 2024 (see the years here)

• You weren’t told about a discretionary commission arrangement, a high commission arrangement or a contractual tie that meant the lender was exclusive to the dealer.

2. Gather your information

You don’t have to have the original paperwork to hand, but it helps. Knowing your agreement number, lender’s name, vehicle details and date of your finance plan will help to get your claim sent off quickly. If you don’t have this information, don’t worry – your credit report should have your lender's name so you can approach them and they’ll have a record on file. See all the documents you may need to make a PCP car finance claim.

3. Submit your complaint 

You do this directly to your lender via their website. A few of the larger lenders have dedicated portals for all submissions. If you use a CMC like Claim-Smart, we will do this on your behalf.

The most recent announcement by the FCA on 30th March 2026 introduced suggested timings for submitting complaints. 

For those with older agreements between 6th April 2007 and 31st March 2014, submitting your claim before the end of the implementation period, 31st August 2026, puts you on the fast-track to receive compensation in early January 2027. 

For agreements taken out between 1 April 2014 and 1 November 2024, putting your complaint in before 30th June 2026 means you could be paid as early as November 2026.

4. Wait for your lender’s response

As these claims sit within their own scheme, they are entirely based on the FCA’s timelines. Your lender will let you know whether you’re owed compensation and how much you’ll get.

5. Accept or act

After you’ve received a response, you’ll have a window of time to accept it or appeal it. If you accept, the FCA has said redress must be paid within a month. If you disagree with the outcome, you can refer your claim to the Financial Ombudsman Service (FOS).

How do I complain to the FCA or the Financial Ombudsman Service?

You should not make a mis-sold car finance claim directly to the FCA, and the FOS is able to help for escalated cases. 

The FCAs role as a regulator is to create and enforce the redress scheme on behalf of customers. They don’t handle individual complaints and if you were to contact them, they will not be able to handle your claim for you.

You can take an individual complaint to the FOS if you don’t hear back from your lender or you disagree with their decision. 

How can Claim-Smart help you make a complaint about PCP car finance?

The FCA has tried to make the redress scheme as simple as possible to understand. It is entirely possible to submit your claim and gain your compensation on your own.

At Claim-Smart we offer support to customers who are eager to have an expert guiding hand to help them through the process for PCP finance reclaim, from confirming eligibility to navigating disputes, providing reassurance and know-how from start to finish.

Plus, as we operate on a no-win no-fee basis*, we are fully committed to getting you the compensation you deserve. 

The deadlines for making your claim are fast approaching. Reach out to today to get started.

* Please see our terms and conditions for our fee structure and cancellation terms.