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.

The road ahead: Motor finance redress – part of a wider broker-lender discussion

Published 06 August 2026

Few regulatory issues have dominated the consumer credit sector as much as motor finance commission over the past two years. For motor finance providers, it has been a core issue, although firms have not all faced the same risks or operated the same commission models.

Regulatory News:
5 August 2026

Published 05 August 2026

This week’s industry news covers the FCA’s reforms to the UK transaction reporting regime, designed to simplify requirements and reduce firms’ reporting costs, alongside new research examining the relationship between regional financial services and economic growth.

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.

Regulatory News:
29 July 2026

Published 29 July 2026

This week’s industry news includes the FCA’s new motor finance complaints campaign, further guidance on Consumer Duty outcomes monitoring, and the next phase of its AI Supercharged Sandbox. We also highlight the Financial Ombudsman’s latest complaints data and leadership appointments, together with The Money Charity’s latest UK debt and money statistics.

Regulatory News:
22 July 2026

Published 22 July 2026

This week we cover the FCA’s annual Wider Implications Framework Report, highlighting increased collaboration between regulators to identify and address emerging consumer and market risks. We also report on the continued crackdown on misleading motor finance claims advertising and Fair4All Finance’s new £25 million pilot to expand access to affordable credit through responsible lenders.

Finding the balance: Consumer lending reform must protect consumers and sustain access to responsible credit

Published 17 July 2026

Good consumer lending reform must do two things: prevent harmful lending and preserve access to responsible credit. Yes, regulation must protect consumers from unsuitable and unaffordable lending. But it must also recognise that refusing credit is not risk-free. Protecting consumers also means considering the harm caused when suitable regulated options disappear. One key factor is regulatory uncertainty.

Regulatory News:
15 July 2026

Published 15 July 2026

This week’s news includes the FCA’s review of product governance under the Consumer Duty, further developments in the motor finance legal challenge, and a series of publications marking the first year of the FCA’s five-year strategy. We also cover the FCA’s latest enforcement activity, board minutes and response to the Cost Benefit Analysis Panel’s Annual Report.

Regulatory News:
8 July 2026

Published 08 July 2026

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Regulatory News:
1 July 2026

Published 01 July 2026

The FCA is consulting on changes to the scope and proportionality of the Consumer Duty. The regulator has also given a short update on its review of the High-Cost Short-Term Credit price cap.  In other news, The Bank of England and The Money Charity have both released their monthly statistics.

Regulatory News:
17 June 2026

Published 17 June 2026

The FCA has published further information for firms on the motor finance compensation scheme. The regulator has also published a horizon scanning document in relation to emerging technology. Fair 4 All Finance have published a blog post discussing APR.