Resource Library

Members can now access the Commissions Complaints Toolkit, developed for the BVRLA by Konexo, a division of Eversheds Sutherland. This comprehensive resource is designed to support members in preparing to manage customer complaints and determine appropriate outcomes. It provides practical guidance to help inform internal decision-making and strengthen operational readiness.

Members can now access resources to assist them in processing complaints once the Financial Conduct Authority (FCA) pause lifts. Guidance includes that provided during this morning’s ‘Navigating complaints post-pause’ webinar, which is now available for all members to watch back online.

The upcoming redress programme from the Financial Conduct Authority, and how to manage the pause on complaints that will soon lift, was a key discussion point at the final Compliance Forum of the year.

The BVRLA’s second Compliance Forum of the year took place earlier this week at Shoosmiths in Birmingham. As ever, the latest changes and developments impacting the regulatory landscape were explored, with a host of expert speakers identifying where technical changes impact BVRLA members and their operations.

Customer expectations in the motor finance sector are shifting rapidly, shaped by an evolving media landscape, wider economic pressures, and high-profile court cases influencing perceptions of how finance is delivered.

A £1 million campaign has been launched to let motor finance customers know they don’t need to use a claims management company (CMC) or law firm to access an industry-wide compensation scheme the regulator is proposing.

The Compliance Forum returns on 15 September, once again hosted by Shoosmiths in Birmingham. Wayne Gibbard, Partner at Shoosmiths, a popular speaker at the Forums, will be presenting the keynote.

The Financial Ombudsman Service (FOS) has reported a 9% fall in complaints in the first three months of 2025, compared to the same period in 2024. 68,000 complaints were processed in Q1, with year-on-year reductions seen across cases regarding current accounts, credit cards and motor insurance.

The Supreme Court’s long-awaited ruling on the motor finance case “Hopcraft and another (Respondents) v Close Brothers Limited (Appellant)” was delivered on Friday.

The Supreme Court is due to publish its long-awaited ruling on the landmark motor finance case this Friday (1 August), with the judgement expected towards the end of the working day. This decision marks a pivotal moment for the automotive finance sector, following months of legal scrutiny and attention.

Lawyers Shoosmiths has published an article which outlines why motor finance firms should act now to prepare for a potential Financial Conduct Authority (FCA)-mandated redress scheme, following the impending Supreme Court ruling on historic commission arrangements.

The Financial Ombudsman Service (FOS) has launched a short consultation seeking views on the interest rate that it applies to compensation awarded to consumers.