Olton Alexander is a Claims Management Company. You do not need to use a Claims Management Company to make a complaint. You can complain to the lender, and then to the Financial Ombudsman Service yourself for free.

There are however many benefits of choosing us to handle your claim. We will manage all communication with your lender, working closely with them to ensure that you receive a fair level of compensation. If your lender encounters any difficulties in locating your details, we will assist them to enable your claim to proceed. After you register with us, you can simply sit back and relax while we handle everything, keeping you updated via email throughout the process.

If you are among one of the millions potentially affected, the compensation you may receive will depend on factors including the interest rate applied to your specific finance agreement, the total amount paid, and the duration of the contract as well as other factors that will be released by the FCA later.

The Financial Conduct Authority (FCA) has been developing a proposed industry-wide redress scheme for certain motor finance customers who may have been affected by discretionary commission arrangements.

The FCA’s consultation on the proposed scheme closed in December, and the regulator has confirmed it will review responses and publish its final decision and implementation details in early 2026. If a redress scheme is introduced, compensation payments are expected to begin during 2026. In the meantime, lenders are required to resume issuing final responses to motor finance commission complaints from May 2026, in line with updated FCA complaint-handling rules.

If you choose to appoint Olton Alexander to represent you, we will keep you informed of developments, including any confirmed timelines and next steps as further updates are released by the FCA.

If you took out a car finance agreement such as a PCP or hire-purchase before 28 January 2021, and your interest rate was set via a discretionary commission arrangement (DCA) (where the broker could increase the rate to earn higher commission), you could be affected. DCAs were banned by the FCA in January 2021 due to concerns they incentivised brokers and lenders to prioritise their own profits over fair customer outcomes.

On 1 August 2025, the UK Supreme Court issued a judgment (in the case of Johnson v FirstRand and others), ruling that while dealers did not owe fiduciary duties to customers however the Court upheld one customer’s claim under Section 140A of the Consumer Credit Act 1974, finding the relationship was unfair due to high, undisclosed commission (55% of the total credit charge) and a concealed tie between dealer and lender.

The FCA’s consultation closed in December, and the regulator has confirmed it will review responses and publish its final decision and implementation details in early 2026. If a redress scheme is introduced, compensation payments are expected to begin during 2026. In the meantime, lenders are required to resume issuing final responses to motor finance commission complaints from May 2026, in line with updated FCA complaint-handling rules. It is estimated that the total industry liability could range between £9 billion and £18 billion.

For more information, please refer to the FCA’s announcement on its website: Car finance claims | FCA

Absolutely, you can submit claims for more than one car if you believe you were misled in multiple PCP or HP agreements. However, keep in mind that the rules and processes may differ for each vehicle, depending on the details of the agreements and any legal precedents concerning those misrepresentations.

We can’t guarantee a successful claim, but our experienced team of experts will review your case carefully in order to give you the best possible chances for success.

The outcome can depend on several factors, including:

• How the finance was explained to you
• Whether any commission arrangements were in place and disclosed
• The evidence and documents you can provide
• Your personal circumstances at the time of the agreement
• The specific details of your situation and any time limits that apply

Yes — we’re here to help.
You can contact us by phone, 01942 800000, or email, carfinance@olton-alexander.co.uk, to speak with one of our team. We’ll answer your questions and explain your options, so you can decide what’s best for you.

Changing your mind is fine.
You can cancel your claim at any time. If you cancel within the 14-day cooling-off period, there’s no charge. If you cancel after this period, we may charge for the work we’ve carried out on your claim.

This will be charged at a variable rate in as outlined in our Cancellation Policy, of up to £84 inc. VAT.

To cancel, just email carfinance@olton-alexander.co.uk or call 01942 800000 — we’ll make sure your request is handled quickly and professionally. Please see our cancellation form.

• Specialist Expertise – Our management team has extensive experience in financial claims, including complex car finance agreements and complaint processes.
• Proven Track Record – We have successfully supported many clients in navigating similar complaints, always working within FCA guidelines.
• Understanding Your Rights – We can help you clearly understand the regulations and protections that apply to your finance agreement.
• Handling the Process for You – We manage correspondence, evidence gathering, and submissions, reducing the time and effort you need to spend.
• Knowledge of Lender Procedures – Our familiarity with how lenders handle complaints allows us to present your case in a structured and effective way.
• Clear, Transparent Fees – You will know exactly what our service costs before you agree to proceed, with no hidden charges.
• No Need to Negotiate with the Lender Directly – This can be beneficial if you feel uncomfortable engaging with the company that may have caused the issue.
• Evidence-Based Approach – We only pursue claims where there is a reasonable basis to believe a complaint could be upheld.
• Support at Every Stage – From initial assessment to the lenders final response we guide you through the process.

If you have any questions or require any further assistance please contact our customer care team at carfinance@oltonalexander.co.uk or alternatively call our team on 01942 800000

If you have already asked another company or the lender to handle your car finance complaint, it’s important to let us know.

Having more than one representative can sometimes cause delays, duplicated work, or potential fees from one or more firms. We will always check your position and explain your options so you can make an informed decision about how you would like to proceed.

If you are unsure whether you have already instructed another firm, or would like to discuss your situation, please call our team on 01942 800 000 and we will be happy to help.