Step-by-Step Guide

How PCP Car Finance Claims Work

From your initial eligibility check to receiving your compensation, here is a detailed breakdown of every stage of the PCP claims process — so you know exactly what to expect.

Why Are Millions of Drivers Eligible to Claim?

Between 2007 and 2021, a widespread practice known as Discretionary Commission Arrangements (DCAs) existed across the UK motor finance industry. Under these arrangements, car dealers and finance brokers were given the power to set the interest rate on your car finance — and they were financially rewarded for choosing higher rates. The more interest you paid, the more commission the dealer earned.

This created a significant conflict of interest. Rather than securing the best deal for you, many brokers prioritised their own commission payments. The Financial Conduct Authority (FCA) banned DCAs in January 2021 after finding that they led to widespread consumer harm. The FCA estimated that affected customers overpaid by an average of £1,100 on their car finance agreements, though individual amounts can vary significantly.

PCP Claim Finder helps you navigate the process of reclaiming this money. Our team manages every step on your behalf, ensuring your complaint is properly documented and submitted through the correct channels.

The Process

Your Claim Journey: Step by Step

Step 1

Free Eligibility Check

The process begins with our quick online eligibility form. You provide basic details about yourself and your car finance history — this typically takes less than 60 seconds. There is no obligation at this stage, and your information is handled securely in accordance with GDPR.

What we need from you: Your name, date of birth, and basic details about your car finance (approximate dates, lender name if known).
Takes approximately 60 seconds
Step 2

Agreement Identification

Once we have your details, our team works to identify your specific car finance agreements. We cross-reference your information with credit reference data and lender records to locate the exact finance deals you held. This ensures we capture every agreement that may be eligible for a claim.

What happens: We identify all relevant finance agreements linked to your name, including ones you may have forgotten about.
Typically 1 — 2 weeks
Step 3

Case Preparation

With your agreements identified, we build a comprehensive case. This involves documenting the commission arrangements that applied to your deal, calculating the potential overcharge, and preparing the formal complaint documentation in line with FCA requirements.

What we prepare: Formal complaint letter, evidence of commission arrangements, interest rate analysis, and regulatory references.
1 — 2 weeks
Step 4

Complaint Submission

We submit a formal complaint directly to your car finance provider. Under FCA regulations, the lender must acknowledge your complaint and provide a final response within 8 weeks. During this period, we maintain contact with the lender and chase progress on your behalf.

What to expect: You will receive confirmation that your complaint has been submitted, along with a reference number for your records.
Lender has 8 weeks to respond
Step 5

Resolution

When the lender responds to your complaint, one of two things happens. If the complaint is upheld, the lender will offer compensation — typically a refund of the excess interest you paid, plus statutory interest. If the complaint is rejected or you are unsatisfied with the offer, we can escalate your case to the Financial Ombudsman Service (FOS) for an independent, binding decision.

Outcome: Compensation is paid directly to you. Our fee is deducted only upon successful resolution.
Varies — FOS escalation can take several months
Timeline

What Timeline Should You Expect?

The total duration of a car finance claim depends on several factors, including the responsiveness of your finance provider and whether the case needs to be escalated. Here is a general guide:

Initial Assessment

1 — 3 business days after submission

Agreement Identification

1 — 2 weeks

Complaint to Lender

Up to 8 weeks for lender response

FOS Escalation (if needed)

3 — 12 months depending on complexity

Total (straightforward cases)

2 — 4 months

We keep you fully informed throughout, with regular updates at each milestone. You can also contact our team at any time to check the status of your claim.

Documents

What Documents Do You Need?

Essential (We Need This)

  • Your full name and date of birth
  • Current address and contact details
  • Approximate dates of your car finance agreement

Helpful (If You Have It)

  • Name of the finance provider (lender)
  • The dealership where you got the finance
  • Vehicle registration or make/model
  • Original finance agreement documents

Do Not Worry If...

  • You cannot remember the exact lender
  • You have lost your paperwork
  • The finance agreement has ended
  • The car has been sold or returned

We can locate your agreements using the details you do have. Most successful claimants start with just their name and approximate dates.

What Happens After You Submit Your Claim?

Once you complete our eligibility form, here is exactly what you can expect in the days and weeks that follow:

  • Within 24 hours: You will receive a confirmation email acknowledging your submission, along with details of your assigned claims handler.
  • Within 1 week: Our team will review your details and begin identifying your finance agreements. If we need additional information, we will contact you.
  • Within 2 — 3 weeks: Your formal complaint will be prepared and submitted to the relevant finance provider. You will be notified when this happens.
  • Ongoing: You will receive regular status updates via email. Our team monitors every case and will notify you as soon as we receive a response from your lender.

Throughout the entire process, you do not need to contact the lender yourself or deal with any paperwork. We handle everything — from the initial complaint through to final resolution and payment.

Regulation

The FCA Complaints Process Explained

All car finance complaints follow a regulated process overseen by the Financial Conduct Authority (FCA). Understanding this process can help you feel more confident about your claim:

Formal Complaint

A written complaint is submitted to the finance provider, detailing the grounds for the claim (typically hidden commission and unfair interest charges).

8-Week Response Window

The lender must provide a final response within 8 weeks. They will either uphold the complaint and offer compensation, or reject it with reasons.

Financial Ombudsman Service (FOS)

If the lender rejects your complaint or fails to respond within 8 weeks, the case can be referred to the FOS. The Ombudsman provides a free, independent, and legally binding resolution.

Important Note

The FCA has been conducting a broader review of motor finance commission practices. Timelines may be affected by industry-wide decisions, but submitting your claim early ensures your place in the queue.

Ready to Start Your Claim?

It takes just 60 seconds to check if you are eligible. Our free, no-obligation claim form is the fastest way to find out if you could be owed compensation.

Start Your Free Claim Check