The 10-Step Claims Process

Non-Litigated
The Claims Process

Navigating a PCP claim can be complex, but we’re here to simplify each step. Our clear, structured claims process ensures you’re informed and supported from start to finish. Below, you’ll find a breakdown of each stage, so you know exactly what to expect as your claim progresses.

1. Claim Submission & Initial Review

10%

Our team begins by submitting your claim and conducting an initial review of your PCP agreement to identify grounds for mis-selling. We ensure all necessary documents are in place to support your case.

2. Identity Verification (AML Check)

20%

As part of standard legal practice, we request identification to comply with Anti-Money Laundering (AML) regulations. This ID check ensures we meet legal requirements while representing your claim.

3. Witness Questionnaire (where required)

30%

To strengthen your case, we ask you to complete a witness questionnaire. This questionnaire helps gather essential information about your experience with the PCP agreement, including how it was explained to you and any details on financial terms discussed. Your responses are vital for building a strong foundation for your claim.

4. Data Subject Access Request (if applicable)

40%

If we’re unable to locate your agreement—possibly due to a name change or missing details—we may need to file a Data Subject Access Request (DSAR) with the lender. The DSAR allows us to obtain agreement records, but it may require a form of identification and can take some time. Sharing your agreement number, car registration, or past name details can help speed up the claims process and let us skip this step.

5. Issuing a Letter of Complaint (LOC)

50%

Once we confirm the basics of your claim, we send a formal Letter of Complaint (LOC) to the lender. This letter outlines your claim and formally requests a review based on the evidence of mis-selling.

6. Acknowledgement from the Lender

60%

After receiving the LOC, the lender acknowledges receipt and confirms they have opened a review of your case. We keep you informed of any updates as we await further response.

7. FCA Discretionary Commission Arrangement (DCA) Pause

70%

If your claim involves a Discretionary Commission Arrangement (DCA), it may be subject to a temporary “pause” imposed by the FCA. This pause, in effect until 4 December 2025, ensures fair and consistent outcomes for DCA-related claims as the FCA completes its investigation. The FCA has announced that it will provide an update in May 2025, outlining its findings and next steps, including any potential interventions, such as a consumer redress scheme. We’ll notify you if your claim is affected by the pause and keep you updated as the FCA’s review progresses.

8. Holding Letter or Continued Review (if applicable)

80%

The lender may issue a holding letter if they need additional time for their review. This letter indicates the lender is actively assessing your case, and we continue monitoring for updates.

9. Final Response from the Lender

90%

Once the review is complete, the lender provides a final response, determining the initial outcome of your claim. Our team evaluates this response to decide the best course of action.

10. Claim Review and Outcome Determination

100%

After we receive the lender’s final response to your car finance claim, we will categorize the outcome into one of the following:

Compensation Agreed: If the lender agrees to pay you compensation, we will work with them to ensure you receive your payment as quickly as possible.
Referred to Financial Ombudsman Service (FOS): If we find evidence that the lender acted irresponsibly when providing your car finance, and the lender rejects our initial complaint, we will send your case to the FOS. They will review your claim further to determine if you should receive compensation.
Claim Closed: We may close your claim if we don’t find evidence of mis-selling or commission-related issues, or if your claim doesn’t meet the criteria for further action. Don’t worry about any costs, as we work on a “no win, no fee” basis. If your claim is unsuccessful, you won’t have to pay anything, and our costs are covered by insurance.
Court Action: If we believe you have a strong case for compensation, we may advise taking your claim to court. Our experienced team will represent you in court and fight to get you the compensation you deserve.

No matter the outcome, we are committed to helping you navigate the claims process and ensuring you receive the best possible result for your car finance claim.

Supporting you every step of the way

Throughout each stage, our team is here to answer questions, provide updates, and ensure you understand what each step means for your claim. We’re dedicated to achieving the best possible outcome for your PCP claim.