Hidden in plain sight: why are millions of renters still being treated as financially invisible?

Published 10 September 2026

For most people, rent is the single biggest bill they pay every month. It is the payment that keeps a roof over their head. It is the commitment they prioritise above almost everything else. It is often larger than a mortgage payment would be.

100% interaction oversight: How it’s reshaping compliance

Published 08 September 2026

For as long as most of us can remember, quality assurance in collections and customer service has been a numbers game, and not a flattering one. A typical team reviews somewhere between 2 to 5% of its calls. The other 95% go unheard, filed away in case something goes wrong.

Moving the goalposts: FCA new credit broker guide: A change with big consequences

Published 03 September 2026

The FCA’s new regulatory guide for credit brokers may look, at first glance, like a simple practical guide for smaller firms. It is aimed mainly at brokers with fewer than ten employees and does not create any new rules.

Fair treatment of customers: Rebuilding confidence following discretionary commissions

Published 01 September 2026

The scrutiny surrounding discretionary commissions has had a profound effect on the motor finance industry. Beyond the financial repercussions, it has undeniably impacted consumer trust. In light of these challenges, restoring confidence within the sector must be a shared priority.

Standing the test of time: 135 years of growth and adaptation

Published 27 August 2026

When I joined CCTA, both the Association and the market it represented were emerging from one of the most difficult periods in recent history. Our 135th anniversary has made me reflect on how much has changed and what we have learned.

Regulatory News:
26 August 2026

Published 26 August 2026

This week’s industry news covers the FCA’s feedback on firms’ motor finance redress implementation plans, highlighting the need for greater detail around practical delivery. We also highlight new data showing record credit card balances alongside falling repayments and rising missed payments, as well as Energy UK’s warning that household energy debt and arrears could have reached £6 billion.

A squeezed economy: Redefining affordability

Published 25 August 2026

We are witnessing a fundamental shift in consumer buying and borrowing behaviour that requires us to look deeper into the nuances of household resilience and consumer affordability. Traditional scores and affordability models aren’t always enough.

Shifting sands: Why employers need to prepare for the Employment Rights Act

Published 25 August 2026

The Employment Rights Act 2025 (ERA) is introducing the most significant updates to UK employment law in decades, reshaping the relationship between employers, employees and trade unions.

A seat at the table: Five key themes from our roundtable with the FCA

Published 20 August 2026

On 15 July, we were delighted to support the FCA, hosting a roundtable at our Liverpool offices. The session formed part of the FCA’s regional engagement programme, with the regulator seeking feedback from firms and their professional advisers on its 2025 – 2030 strategy, its growth agenda and the practical experience of regulated businesses today, including of the authorisations process.

Customer outcomes and operational resilience: Navigating the customer demand challenge

Published 18 August 2026

The motor finance sector is entering a period of unprecedented operational pressure. As firms prepare for increased customer enquiries, complaints and requests for information, what begins as a regulatory challenge can quickly become an operational one, placing significant strain on customer service, complaints handling and collections.

Turning back the clock: High Court says the Ombudsman’s approach to time-barring is unlawful

Published 13 August 2026

There have been many developments recently including (a) the continued ‘developments’ (for want of a better word) in motor finance commissions, (b) reforming both the Consumer Credit Act 1974 and the Financial Ombudsman Service (the Ombudsman) and (c) the Court of Appeal’s decision in Angel & Others v Black Horse Ltd & Others [2026]. But more about those another time.

Regulatory News:
12 August 2026

Published 12 August 2026

This week’s industry news focuses on the FCA’s support for innovative firms through its new Scale-up Unit and the launch of an API giving firms direct access to FCA Handbook data.