I’ve Submitted My Car Finance Complaint — What Happens Next?
Scheme status (updated 5 August 2026): parts of the FCA motor finance redress scheme are temporarily suspended while the Upper Tribunal considers legal challenges. Lenders do not currently have to calculate or pay compensation under the scheme, the original decision and payment dates no longer apply, and no payment under the scheme is guaranteed. If the scheme proceeds, first payments are expected in 2027 at the earliest. Any dates mentioned below were set before the suspension.
Once you have submitted your complaint to your lender under the FCA confirmed motor finance redress scheme (PS26/3), the process enters a defined sequence of steps. This page explains exactly what to expect, when to expect it, and what to do if something goes wrong.
Step 1 — Acknowledgement from Your Lender
Your lender must acknowledge your complaint. Under normal FCA complaint handling rules, acknowledgement is required promptly — typically within 5 business days. The acknowledgement confirms your complaint has been received and logged.
If you do not receive an acknowledgement within 2 weeks of submitting, contact the lender again and note the date of your original complaint in writing. Keep a record of all correspondence.
Step 2 — The Implementation Period
PS26/3 gives lenders an implementation period to build the systems and processes required to assess claims at scale. The implementation period ends on different dates depending on when your agreement started:
Scheme 2 (post-April 2014 agreements): Implementation period ends 30 June 2026
Scheme 1 (pre-April 2014 agreements): Implementation period ends 31 August 2026
During the implementation period, lenders are not required to send you a final response. Your complaint is held on file and will be assessed automatically once the period ends. You do not need to do anything further during this time.
Step 3 — The Redress Determination
Within 3 months of the end of the implementation period, your lender must send you a redress determination — a letter or notification telling you:
- Whether you are eligible for compensation
- How much you are owed (if eligible)
- How the amount was calculated
- How to accept or challenge the offer
For Scheme 2 complainants (post-April 2014): redress determinations must be sent by 30 September 2026.
For Scheme 1 complainants (pre-April 2014): redress determinations must be sent by 30 November 2026.
Step 4 — Accepting the Offer
Once you receive your redress determination, you have one month to accept or challenge the offer. If you accept, the lender must pay you within a further month. Payment is made directly to you — typically by bank transfer.
Do not share your PIN, online banking password or full card number with anyone contacting you about your car finance claim. The FCA has warned of scams targeting claimants.
Step 5 — If You Disagree with the Amount
If you believe the redress determination is wrong — either in finding you ineligible or in calculating the amount — you can refer your complaint to the Financial Ombudsman Service (FOS). You must do this by the date specified in your lender’s redress determination letter. The FOS reviews the claim independently and its decision is binding on the lender.
What If You Have Not Complained Yet?
If you have not yet complained, lenders are required to contact anyone potentially owed money within 6 months of the end of the implementation period. However, waiting to be contacted means a significantly later payment date. Complaining now places you in the priority cohort.
See: I Haven’t Complained Yet — What Happens?
Timeline SummaryPost-April 2014: Complain → 30 June 2026 deadline → Determination by 30 September 2026 → Payment by November 2026
Pre-April 2014: Complain → 31 August 2026 deadline → Determination by 30 November 2026 → Payment by January 2027
Related Pages
How Long Does a Car Finance Claim Take?
Car Finance Claim Rejected — What to Do
I Haven’t Complained Yet — What Happens?
Frequently Asked Questions
I complained months ago and have heard nothing. Is that normal?
Yes. PS26/3 gives lenders an implementation period during which they are not required to issue final responses. You will hear from your lender within 3 months of the end of the implementation period. No action is required from you in the meantime.
My lender has changed address or been taken over. Who do I contact?
Use the FCA’s official lender list at fca.org.uk/consumers/car-finance-complaints/list-lenders for current contact details for all participating lenders.
I received a letter saying I am not eligible. What do I do?
If you believe you are eligible, refer your complaint to the Financial Ombudsman Service within the timeframe specified in the letter. See: Car Finance Claim Rejected — What to Do.
Can the lender reduce my offer below £829?
Yes. The £829 figure is a national average. Individual payouts depend on your specific agreement — loan amount, term, APR and commission paid. Some claimants receive more, some less.
You will be redirected to our partner’s website to complete your claim.
Think You May Have a Motor Finance Claim?
The FCA estimates average compensation of around £830 per eligible agreement, but eligibility and payment amounts vary. Some customers may receive nothing. Complaints about agreements started from 1 April 2014 should be submitted by 30 June 2026 to be considered under the earlier timetable. Different dates apply to older agreements. The scheme is currently subject to legal challenge, so dates and payment timings may change.
