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.

Modernising the redress system: Why firms should be paying attention now

Published 20 May 2026

The FCA and Financial Ombudsman Service’s latest consultation on modernising the redress system is more than a technical policy exercise. It signals how complaint handling and redress expectations are likely to evolve across financial services – with a clear direction of travel towards earlier intervention, stronger discipline in evidencing, and more predictable end-to-end handling.

Not fit for purpose? Does a manufacturer’s recall mean a vehicle was unsatisfactory when supplied?

Published 18 May 2026

Manufacturer recalls are a familiar feature of the motor traders. For consumers and lenders, there is a difficult question is whether the existence of a recall means the vehicle was of unsatisfactory quality in breach of a term implied by the Consumer Rights Act 2015 (the CRA) at the time of delivery.

Further down the road: What comes next for motor finance?

Published 07 May 2026

Once built around showrooms and paperwork, the motor finance sector has evolved into a digital-first journey shaped by evolving customer expectations, regulatory scrutiny, and rapid technological change. Compliance, technology, and customer experience are no longer separate conversations in today’s landscape, and lenders, brokers, and dealers need to continually adapt their strategies to keep pace to deliver better outcomes.

Getting ready for BNPL regulation: What PS26/1 means for deferred payment credit firms

Published 29 April 2026

BNPL regulation has been talked about for years. PS26/1 now sets out the rules and expectations clearly. For firms operating in this market, preparation cannot wait until the new rules take effect in July 2026, explains Jo Davis, CEO of Auxillias.

Look before you leap: AI in credit decisioning

Published 27 April 2026

The FCA’s Mills Review arrives at a pivotal moment, asking not whether AI belongs in retail finance, but how we, as regulated firms and technology partners, can integrate it safely and transparently within established frameworks.

To use or not to use: Deductions when cars are rejected

Published 23 April 2026

A recent Scottish court case involved whether or not any deduction in sums to be returned to customers should be made for use of a car where the car is ultimately rejected by the customer.