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.

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.

Complaints data: What it can tell us about customer expectations

Published 11 August 2026

Every consumer credit firm receives complaints. They are part of operating in a regulated market and dealing with complex financial products. Most firms have clear processes in place to investigate and resolve individual cases. But complaints data can offer far more than a record of issues raised.

Looking through the lens: Why governance, operations and customer outcomes can no longer be viewed through separate regulatory lenses

Published 10 August 2026

The biggest change affecting consumer credit firms is not a piece of legislation or new FCA rule. It is a fundamental shift in how regulation is being applied. The Financial Conduct Authority, Information Commissioner’s Office, Advertising Standards Authority and Financial Ombudsman Service all have different remits, yet they are increasingly examining the same customer journey through different regulatory lenses.

Motor finance redress: Are we asking the wrong question?

Published 04 August 2026

Few issues have dominated motor finance over the past two years like commission disclosure and redress. Court judgments, FCA consultations, legal challenges and sustained industry debate have created prolonged uncertainty. Lenders, brokers, investors and customers are still waiting to understand what the final framework will look like.

From AI innovation to consumer outcomes: The FCA’s next regulatory focus

Published 28 May 2026

The FCA has launched two significant initiatives that signal its evolving approach to financial services: the Mills Review on artificial intelligence (AI) and an exploratory review into how firms monitor consumer outcomes under the Consumer Duty. Together, they highlight an increasing supervisory focus on how technology, governance and customer outcomes intersect.