Getting claims management right

Published 05 June 2026

The FCA’s decision to launch a market study into claims management services is an important and welcome development. Claims management services can play a legitimate role in helping consumers access redress, particularly where processes are complex or people lack confidence engaging directly with firms.

Managing CMC Authority, Data Protection and Fraud Risk

Published 21 January 2026

From time to time, we provide our members with updates on complaints and claims management activities. Those of you that have attended our recent events will have heard us talk about the trending issues and concerns that we are seeing from claims management firms.

CMC Update (2025-3)

Published 08 December 2025

The CCTA recognises the serious impact that poor CMC practices can have on our members. This publication provides an update on recent developments and issues that we have seen or heard about. It also details discussions that we are having with the Solicitors Regulation Authority (SRA), the Financial Conduct Authority (FCA) and the Information Commissioner’s Office (ICO).

Finding the balance: FOS reform that is fair, predictable and sustainable

Published 01 October 2025

Reform of the financial redress system is long overdue. It is something that the CCTA has campaigned for over the years. We are pleased to see progress and plans for further changes. However, if change is to last, it must be sustainable for all types of firms. One that also balances the interests of consumers and firms.

CMC Update (2025-2)

Published 22 April 2025

We anticipated that the run-up to the introduction of charging for Claims Management Companies (CMCS) would present challenges, and that’s proving true. Several CCTA members have raised concerns about two particular firms.

CMC Update (2025-1)

Published 28 February 2025

As you will know, the Financial Ombudsman Service (FOS) has confirmed that CMCs and legal firms will be charged a case fee from 1 April 2025. You can access the Policy Statement here if you haven’t read this announcement.

CMC Update (2024-3)

Published 31 October 2024

It has long been our view that there is a fundamental injustice that allows CMCs to access the Financial Ombudsman Service (FOS) while lenders must pay – win or lose.

FOS consults on charging CMCs

Published 10 June 2024

A general election wasn’t the only announcement we saw in late May. The Financial Ombudsman Service (FOS) also published its next consultation on plans to move forward with charging professional representatives, including Claims Management Companies (CMCs), to access their service. We, along with many CCTA members, responded to the last consultation calling for action to be taken.

CMC Update (2024-2)

Published 28 May 2024

We have been concerned about the gap between CMCs regulated by the (FCA and legal firms regulated by the Solicitors Regulation Authority (SRA). So, we were pleased to see the SRA publicly warning legal firms to review their behaviour and the need for lawyers to uphold their professional obligations.

FCA publishes Financial Lives Survey 2024

Published 08 April 2024

Last week, the Financial Ombudsman Service (FOS) published its final Plans and Budget for the forthcoming financial year, following a consultation that closed in January. This process takes place annually and allows for firms to feedback on plans the Ombudsman around the complaints process, and how the FOS intends to improve it.

Claims Management Companies

Published 25 January 2024

This roundtable allowed members to share experiences of complaints involving CMCs. For many firms, CMCs have become part of everyday business. Some have targeted lenders in one sector and then moved on to others. As such, we regularly provide updates and recommend that firms talk to the FCA about poor experiences.

CMC Update (2024-1)

Published 08 January 2024

As is our established process, we regularly update our members on developments around Claims Management Companies (CMCs). In this first update of 2024, we would like to cover some developments from the end of 2023.