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Frequently asked questions
The questions readers send us most often, answered plainly.
Complaining
Do I have to pay someone to make a claim?
No. You can complain directly to a business for free, and escalate to an ombudsman for free if you are eligible. Paid representation is a choice. If you use a claims firm, its fee comes out of any compensation you receive.
Will complaining myself get a worse outcome than using a firm?
The complaint is assessed on its evidence, not on who submitted it. A clear, well-documented complaint from you goes to the same place as one from a firm. See our complaints guide for a structure.
How long does it take?
The business has a period to respond, which varies by product. If it goes to an ombudsman, it can take months, particularly in busy sectors. Keeping your evidence organised and responding promptly is the main thing within your control.
What if I have lost the paperwork?
Ask the business for copies, or make a subject access request, which is free and covers the personal data they hold about you. Old bank statements often identify the lender and the payments.
Is there a deadline?
Yes, and they vary. There are limits on how long after events you can complain, and a separate deadline to refer a rejected complaint to an ombudsman. Check the current rules with the regulator or ombudsman rather than relying on a summary.
Claims firms
How much do claims firms charge?
Commonly a percentage of your compensation, plus VAT. Ask for a worked example in pounds on a realistic outcome, confirm whether VAT is included, and ask what the percentage is applied to. Our checklist lists the questions.
What is a letter of authority?
A document letting a firm act for you. They are often broader than people expect, sometimes covering every agreement you have ever held rather than one specific lender. Ask for a copy of exactly what you signed.
Can I cancel after signing?
Usually yes, and there are cancellation rights for distance contracts. Ask how to cancel, by when, and whether any charge applies. Get the confirmation in writing.
I have signed with two firms by mistake. What now?
Tell both, in writing, and tell the lender which authority stands. Duplicate representation causes delays and fee disputes.
How do I check a firm is genuine?
Look it up yourself on the Financial Services Register and use the contact details shown there, not the ones in the message you received. Cloned firms copy real names and numbers.
Motor finance
Is the motor finance scheme still running?
As at 2 August 2026, the FCA has said parts of its compensation scheme were suspended by the Upper Tribunal on 2 July 2026 pending proceedings. You can still complain to your lender. Check the FCA site for the live position before acting.
How do I know if my agreement had a discretionary commission arrangement?
Ask the lender directly. Agreements starting before 28 January 2021 are the relevant period, since the arrangements were banned then.
I have had a text saying I am owed a specific amount. Is that real?
Treat it as a scam until proven otherwise. Genuine redress does not start with an unsolicited text containing a link. See spotting claims scams.
About this publication
Do you handle claims?
No. We are an editorial publication. We do not assess, submit or sell claims, and we are not a claims management company.
Are you paid by claims firms?
No. We do not accept payment to feature or recommend claims firms, and we do not recommend individual companies.
Is this legal advice?
No. Everything here is general information. For advice on your specific circumstances, speak to a qualified adviser, and check current rules with the relevant regulator or ombudsman.
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