The new complaints reporting process – Last chance to book

Published 09 March 2026

From 1 January 2027, the complaints reporting process is changing. The FCA’s Policy Statement sets out the new reporting categories and format. Complaints will align more closely with Consumer Duty outcomes, especially those for vulnerable customers. In our workshop on Thursday, we will cover the new process, which firms should be considering right now, ahead of 1 January 2027.

HM Treasury: Appointed Representatives Consultation

Published 04 March 2026

Many of our members will be aware that, on 12 February, HM Treasury published its long-anticipated consultation on reform of the Appointed Representatives (AR) regime. With around 34,000 ARs currently operating under the permissions of nearly 2,400 FCA-authorised firms, the government views the AR regime as an important part of the provision of financial services in the UK. Their aim is to ‘shore up confidence’ so that it can continue to deliver a range of benefits to businesses, consumers and the wider UK economy.

CCTA Update: 4 March 2026

Published 04 March 2026

Today, the FCA published an update on the potential industry-wide redress scheme relating to motor finance commission arrangements. The direction of travel reflects many of the points you have been raising with us – and which we subsequently put forward in our representations to the FCA. I have spoken with some of you about where we can make changes if we are clever with our engagement. It is good to see some success. Of course, there is more to be done.

Motor finance redress: FCA publish update

Published 04 March 2026

The Financial Conduct Authority (FCA) has today published an update on the potential industry-wide redress scheme relating to historic motor finance commission arrangements. These changes align with the suggestions you have been making to us, and what we, in turn, submitted to the FCA.

The CIGB is now live – and it matters

Published 26 February 2026

The Credit Information Governance Body (CIGB) has been contacting lenders to discuss subscriptions. And the most frequent question I am getting is, “Is this a scam?” Followed by, “Do I need to sign, and what will it cost?” No, it is not a scam. Yes, you most likely need to sign up. The fee is a little more complicated. If you contribute to or access CRA data, you will need a subscription to continue accessing it.

CCTA Update: 25 February 2026

Published 25 February 2026

This week the FCA has issued further updates on the Consumer Duty, including additional guidance on board reports and expectations for firms – particularly smaller organisations. The regulator has also outlined a new, more targeted approach to communicating its supervisory priorities.

Catalyst Conference: Booking now open

Published 24 February 2026

We are pleased to announce that booking is now open for the CCTA Catalyst Conference, taking place on Tuesday 28 April 2026 in London. Catalyst is focused on the growing use of artificial intelligence in financial services, alongside critical issues such as data security and emerging technologies. We will also discuss recent developments in the Credit Information market.

CCTA Workshop: Complaints handling and new reporting process

Published 19 February 2026

Consumer complaints are an important focus for financial services businesses and the regulators. As part of our ongoing programme of workshops, we regularly revisit this topic to reflect evolving regulatory expectations and emerging trends. Handling consumer complaints effectively is crucial for firms to address consumer concerns, meet regulatory expectations and protect their reputation. However, it is not as simple as having a good complaints handling process in place. Firms must also understand how that process operates in practice and how it is viewed by the FCA and FOS.

CCTA Update: 18 February 2026

Published 18 February 2026

Over the past week, we have seen further significant developments in the regulatory landscape. These include the FCA’s Policy Statement on the regulation of Buy -now, Pay-later (BNPL), or Deferred Payment Credit, and HM Treasury’s consultation on reforming the Appointed Representatives regime.

Horizon Scan: 2026 Edition

Published 16 February 2026

Following our Horizon Scan Roundtable, we are writing to share an accompanying document that provides a comprehensive summary of the key regulatory changes expected to come into effect over the next year. Given the pace and scope of upcoming reforms, we have consolidated the most relevant developments into a single, practical overview to support your planning, compliance, and strategic decision-making.

Information: FCA publishes final rules for regulation of BNPL

Published 11 February 2026

The Financial Conduct Authority (FCA) has today confirmed new consumer protections for Buy Now Pay Later (BNPL) borrowers, following Government action to bring the sector fully into regulatory oversight. These changes will apply from 15 July 2026 and are designed to improve outcomes for consumers while supporting responsible lending practices.

CCTA Update: 11 February 2026

Published 11 February 2026

Last week we saw new data from the Financial Ombudsman Service (FOS) showing motor finance complaint volumes at their lowest level in two years. That reflects a combination of factors: the temporary complaints pause, greater legal clarity following the Supreme Court judgment, and progress towards a statutory redress scheme that can finally bring certainty for consumers and firms alike.