The FCA Launches National Campaign on Automotive Financing

The Financial Conduct Authority (FCA) of the United Kingdom has initiated a national advertising campaign to help millions of automotive financing customers file complaints at no cost. FCA research reveals that 27% of these customers do not trust filing a complaint without the help of a complaint handling company or a legal office, despite the availability of free tools provided by the FCA.

Sheree Howard, Chief Executive of the FCA, stated: "Many people who could receive compensation do not know where to start or do not realize they do not need to pay someone to file a complaint. Our free tools are designed to help people feel secure in their claims, allowing them to recover any money owed without any cost."

Trust in Complaints

Despite 59% of automotive financing customers having taken action or considering filing a claim, a significant group of 23% remains unsure about their options.

The campaign will be disseminated through television, radio, print, outdoor advertising, and social media until September 6, guiding individuals towards a free complaint model letter on the FCA website. More than 80% of respondents indicated that this tool would increase their confidence to complain directly to their lender.

Details of the Campaign

The scope of the campaign is extensive, with an investment of £2 million. Ads on video-on-demand platforms are expected to be viewed nearly 11 million times. Additionally, there will be 2,180 placements in outdoor media, national radio programs, and print titles with a combined circulation of nearly 3 million, along with social media channels such as Facebook, Instagram, and TikTok.

Research and Background

The FCA hired Kantar to conduct an online survey of 1,000 automotive financing customers from June 25 to 28, 2026. All respondents were British adults over 18 years old who currently have or have had an automotive financing contract in their name or jointly.

In March, the FCA launched a compensation program, expecting to refund £7.5 billion to consumers. However, this program is currently partially suspended due to legal challenges, but the FCA plans to vigorously defend it.

More information is available on the FCA website.