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From: =?UTF-8?Q?MSE=E2=80=99s_Car_Finance_Updates?= <carfinance@email.moneysavingexpert.com>
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Subject: =?UTF-8?Q?Martin=E2=80=99s_car_finance_=22what=E2=80=99s_nex?=
	=?UTF-8?Q?t=3F=22_update?=
Date: Tue, 15 Oct 2024 14:05:34 +0100
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So you’ve had your car finance discretionary commission mis-selling 
complaint in for a while now, you may have had a response, you may not. 
Either way I want to walk you through what it means and what, if anything, 
you should think about doing now.

First, two quick updates that indicate a payout is more likely than not...

*	The regulator the Financial Conduct Authority (FCA) was originally due to 
complete its investigation in September 2024, but this has been pushed back 
to May 2025. On the back of this, the boss of the FCA said that redress 
intervention is more likely than when it started its review 
<https://clicks.moneysavingexpert.com/f/a/YDIIUUpCwiBDegWFtSdjTg~~/AAAHagA~/RgRo8O2eP0StaHR0cHM6Ly93d3cubW9uZXlzYXZpbmdleHBlcnQuY29tL25ld3MvMjAyNC8wNy9jYXItZmluYW5jZS1yZWNsYWltLWRlY2lzaW9uLWRlbGF5ZWQvP3NvdXJjZT1jYXJGaW5hbmNlJnV0bV9zb3VyY2U9Zmlyc3Rjb21tdW5pY2F0aW9uJnV0bV9tZWRpdW09ZW1haWwmdXRtX2NhbXBhaWduPWNhcmZpbmFuY2VXBXNwY2V1QgpnBp5oDmea-y17UhNib2JAc2FyYWhoYXJ2ZXkuY29tWAQAAADy> 
, though we won't know for sure until it reports in May. another strong 
indicator.


*	Lloyds, which owns Black Horse, has already put a £450m 'provision' 
towards potential costs & payouts for this. A strong indication that it 
thinks it, and by inference others, will probably need to pay back money due 
to discretionary commission mis-selling.

Already put a complaint in? What next?

The numbers of complaints are beyond anything I expected, and I expected far 
bigger numbers than most car finance lenders did. As they hadn't planned for 
this scale, it's unsurprising many are struggling to respond in a decent 
time. There's no point in going in hard if they simply don't have the 
capacity to do it any quicker, so below I explain when to push and when 
not...


1. Not even had an 'acknowledgement' receipt?

By this, I mean they haven't even said "thank you, we've got your email - we 
will reply in due time." It's obviously a frustrating situation, as you 
don't even know whether your complaint has got to the firm. So we've 
contacted the big players to find out when you should be expecting a 
response...

DCA = "Discretionary Commission Arrangement". That's what this is all about, 
it's where brokers/dealers could increase interest rates to get more 
commission. If you had one, you may be due a payout when the FCA reports in 
May.

Firm (% of MSE complaints)	Should hear back by... 	Should be told if you had 
a DCA by...Black 
Horse incl Jaguar, Land Rover & Suzuki
(17% of the MSE complaints)	Within 28 days of initial email	ASAP after 
"acknowledgement". No deadline, but promises to update you every 28 daysVolkswagen 
Financial Services incl Audi, Seat & Skoda (13%)	Immediate auto-responseWithin6 weeks of initial email
Santander incl Hyundai, Kia & Volvo (8%)	None, as they will wait until they 
have an answer	Within 28 days of initial emailBMW 
Financial Services incl Mini (6%)	Immediate auto-response	Within 88 days of 
initial emailMotoNovo 
(8%)	It said "as soon as possible" - we're pushing it for clarity	No solid 
guidance provided, we're pushing. So as it won't manage expectations, if 
you've had nowt within 28 days, you may want to send a follow-up emailStellantis 
ONLY Vauxhall (all Stellantis is 4%)	Immediate auto-response	No solid 
guidance provided, we're pushing. Yet if you've had your auto-response, it's 
up to you whether you follow up to check after 28 daysStellantis 
non-Vauxhall incl PSA Finance, Citroen & Peugeot (all Stellantis is 4%)Within28 days of initial email	No solid guidance provided, we're pushing. If 
you've had nowt within 28 days, you may want to send a follow-up emailMobilize 
incl Renault, Nissan & Dacia (3.5%)	Immediate auto-response	No solid 
guidance provided. Yet if you've had your auto-response, it's up to you 
whether you follow up to check after 28 daysMercedes-Benz 
Financial Services (3.3%)	Within 5 days of initial email	No solid guidance 
provided. Yet if you've had your auto-response, it's up to you whether you 
follow up to check after 28 daysBarclays 
Partner Finance (3%)	Immediate auto-response
	Within 28 days after initial emailIf you haven't had an acknowledgement and the table shows you should've done 
by now, a few notes:

- Check your sent box: Is the email definitely in your sent messages?
- Check your junk mail: Check the reply isn't in your spam/blocked list.
- Check the address you sent it to: Especially if you didn't use contact 
details automatically filled in by our tool.

Only if all of those check out, remember that you gave them 28 days to 
respond, so wait until that time before doing anything. But at that point, 
you may want to resend (remember, this is only if you haven't heard anything 
at all).

2. Had an acknowledgement but nothing else?

The table above shows how long you should wait for. While you gave it 28 
days and many are taking longer, I'm actually going to say: "chill a bit, 
you're already on the road that matters."

The reason I've been pushing people to complain now is to minimise the risk 
of you being timed out if there's a time bar. After all, even the 
regulator's own website indicates timing may be an issue: "so, if you think 
you could be running out of time, you should consider complaining to your 
provider now".

Yet you have complained and it has acknowledged it. All the firms we've 
checked with say they'll consider it a complaint at that point, so you're 
in. As nothing is then due to happen until May, you don't need to push for 
that much speed. You can give it a bit more time to respond.

3. Had a response? What next depends on its answer...

Below is my best assessment of what you should do in all the circumstances 
we've heard of (thanks to all who answered our survey on this). Remember 
this is uncharted waters, so I'm trying to base it on my experience of PPI 
and bank charges.


"You had a discretionary commission arrangement (DCA) & we've logged your 
complaint."

Great. Your complaint is logged, you've done all needed for now (unless it 
requests further info). Now it's just a wait until the FCA reports in May 
and we find out what happens.


"You didn't have a DCA."

Good news, you weren't overcharged, though you've no payback due (that 
doesn't mean you weren't mis-sold car finance other ways 
<https://clicks.moneysavingexpert.com/f/a/qsE_gVjKVH3byVAI-8yk1A~~/AAAHagA~/RgRo8O2eP0SYaHR0cHM6Ly93d3cubW9uZXlzYXZpbmdleHBlcnQuY29tL3JlY2xhaW0vbWlzLXNvbGQtY2FyLWZpbmFuY2UvP3NvdXJjZT1jYXJGaW5hbmNlJnV0bV9zb3VyY2U9Zmlyc3Rjb21tdW5pY2F0aW9uJnV0bV9tZWRpdW09ZW1haWwmdXRtX2NhbXBhaWduPWNhcmZpbmFuY2VXBXNwY2V1QgpnBp5oDmea-y17UhNib2JAc2FyYWhoYXJ2ZXkuY29tWAQAAADy> 
, however). If you're thinking 'could they be lying?', that'd be a massive 
issue with this level of regulatory scrutiny - there could of course be data 
error, but overall it's unlikely."We can't find your info."

The FCA says firms should make serious endeavours, not just about finding 
paperwork, but also comparing you to other people in similar situations from 
the same time, and using any evidence available. So try to find ANY 
evidence, no matter how scant, to show you had an agreement (a credit 
report, bank statement showing payments, back page of an agreement - 
anything) and send it to the firm.

How likely this is to work depends on how long ago you had your finance 
agreement. If it was still live within the last six years, they should have 
details. Further ago it becomes trickier, but it should try hard. If not, 
don't give up, just hold for now, as I suspect more rules on 'finding 
people' will come out in May. Just ensure the complaint has been logged for 
now."You had a DCA but..." then a fob-off like "we don't think we've done 
anything wrong" or "complaint rejected, but you can go to the ombudsman."


This tactic was long a part of the bank charges and PPI reclaim 'dance', 
designed to put people off, and a few firms may be trying similar here. But 
until May when the FCA reports, no one knows exactly what will count as 
mis-selling.

There's little point going down the ombudsman route right now – the 
Financial Ombudsman 
<https://clicks.moneysavingexpert.com/f/a/wZAm-CCTfpE3-Sz-3mdqcw~~/AAAHagA~/RgRo8O2eP0SSaHR0cHM6Ly93d3cubW9uZXlzYXZpbmdleHBlcnQuY29tL3JlY2xhaW0vZmlnaHQtYmFjay1mb3MvP3NvdXJjZT1jYXJGaW5hbmNlJnV0bV9zb3VyY2U9Zmlyc3Rjb21tdW5pY2F0aW9uJnV0bV9tZWRpdW09ZW1haWwmdXRtX2NhbXBhaWduPWNhcmZpbmFuY2VXBXNwY2V1QgpnBp5oDmea-y17UhNib2JAc2FyYWhoYXJ2ZXkuY29tWAQAAADy> 
did previously adjudicate on two cases and ordered DCA-related payouts, it 
has since said that it's unlikely to issue any further final decisions for 
'some time'.

But don't worry, as your provider's confirmed you've had a DCA and has 
logged your complaint (it must have done this to be able to close it). So, 
arguably, you've done all you need to until the FCA reports in May. And as 
you'll have 15 months from when you were sent a final response to take it to 
the ombudsman (for final responses received from 12 July 2023), you'll have 
plenty of time.


Hopefully this helps you figure out what you need to do next (if anything). 
As ever, further updates will be in the Car finance reclaim guide 
<https://clicks.moneysavingexpert.com/f/a/pKDLjbmjHRykN3iU9cPCEQ~~/AAAHagA~/RgRo8O2eP0SXaHR0cHM6Ly93d3cubW9uZXlzYXZpbmdleHBlcnQuY29tL3JlY2xhaW0vcmVjbGFpbS1jYXItZmluYW5jZS8_c291cmNlPWNhckZpbmFuY2UmdXRtX3NvdXJjZT1maXJzdGNvbW11bmljYXRpb24mdXRtX21lZGl1bT1lbWFpbCZ1dG1fY2FtcGFpZ249Y2FyZmluYW5jZVcFc3BjZXVCCmcGnmgOZ5r7LXtSE2JvYkBzYXJhaGhhcnZleS5jb21YBAAAAPI~> 
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Martin (Lewis)




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<div class=3D"nt-signoff">=0A=
<p>So you=E2=80=99ve had your car finance discretionary commission =
mis-selling complaint in for a while now, you may have had a response, =
you may not. Either way I want to walk you through what it means and =
what, if anything, you should think about doing now.&nbsp;<br><br><span =
style=3D"font-size: 13px;"><span style=3D"font-weight: 700;">First, two =
quick updates that indicate a payout is more likely than =
not...</span></span></p><ul style=3D"font-size: 13px;">=0A=
=0A=
<li>The regulator the Financial Conduct Authority (FCA) was originally =
due to complete its investigation in September 2024, but this has been =
pushed back to May 2025. On the back of this, the boss of the FCA said =
that<span style=3D"color: inherit; background-color: =
transparent;">&nbsp;</span><a =
href=3D"https://clicks.moneysavingexpert.com/f/a/YDIIUUpCwiBDegWFtSdjTg~~=
/AAAHagA~/RgRo8O2eP0StaHR0cHM6Ly93d3cubW9uZXlzYXZpbmdleHBlcnQuY29tL25ld3M=
vMjAyNC8wNy9jYXItZmluYW5jZS1yZWNsYWltLWRlY2lzaW9uLWRlbGF5ZWQvP3NvdXJjZT1j=
YXJGaW5hbmNlJnV0bV9zb3VyY2U9Zmlyc3Rjb21tdW5pY2F0aW9uJnV0bV9tZWRpdW09ZW1ha=
WwmdXRtX2NhbXBhaWduPWNhcmZpbmFuY2VXBXNwY2V1QgpnBp5oDmea-y17UhNib2JAc2FyYW=
hoYXJ2ZXkuY29tWAQAAADy" style=3D"font-size: 13px; background-color: =
transparent;">redress intervention is more likely than when it started =
its review</a>, though we won't know for sure until it reports in May.=0A=
<span style=3D"color: inherit; background-color: transparent;">another =
strong indicator.</span>&nbsp;<br><br></li>=0A=
=0A=
<li>Lloyds, which owns Black Horse, has already put a =C2=A3450m =
'provision' towards potential costs & payouts for this. A strong =
indication that it thinks it, and by inference others, will probably =
need to pay back money due to discretionary commission mis-selling.</li>=0A=
=0A=
=0A=
=0A=
</ul><p><span style=3D"font-weight: 700; background-color: rgba(0, 0, 0, =
0); color: inherit; font-size: 18px;">Already put a complaint in? What =
next?</span></p><p>The numbers of complaints are beyond anything I =
expected, and I expected far bigger numbers than most car finance =
lenders did. As they hadn't planned for this scale, it's unsurprising =
many are struggling to respond in a decent time. There's no point in =
going in hard if they simply don't have the capacity to do it any =
quicker, so below I explain when to push and when not...<span =
style=3D"font-size: 16px;"><br></span></p><p><strong><span =
style=3D"font-size: 15px;">1. Not even had an 'acknowledgement' =
receipt?</span></strong></p><p><span style=3D"font-size: 13px;">By this, =
I mean they haven't even said "thank you, we've got your email - we will =
reply in due time." It's obviously a frustrating situation, as you don't =
even know whether your complaint has got to the firm. So we've contacted =
the big players to find out when you should be expecting a =
response...</span></p><p><span style=3D"font-size: =
13px;"><strong><em>DCA&nbsp;</em></strong><em>=3D&nbsp;</em><em>"Discreti=
onary Commission Arrangement". That's what this is all about, it's where =
brokers/dealers could increase interest rates to get more commission. If =
you had one, you may be due a payout when the FCA reports in =
May.</em></span></p><table class=3D"table--bordered" cellpadding=3D"0" =
cellspacing=3D"0" border=3D"0" style=3D"width: 97%; margin-right: =
calc(3%);"><thead><tr><th style=3D"background-color: rgb(19, 121, 207); =
width: 38.6298%;border: 1px solid #dee4ef;padding:8px;text-align: =
left;"><span style=3D"color: rgb(0, 0, 0);"><span style=3D"font-weight: =
700;"><span style=3D"font-size: 13px; color: rgb(255, 255, =
255);">Firm&nbsp;</span></span></span><span style=3D"color: =
#ffffff;"><em>(% of MSE complaints)</em></span></th><th =
style=3D"background-color: rgb(19, 121, 207); width: 22.9155%;border: =
1px solid #dee4ef;padding:8px;text-align: left;"><span =
style=3D"font-weight: 700;"><span style=3D"font-size: 13px; color: =
rgb(255, 255, 255);">Should hear back by...</span><span =
style=3D"font-size: 13px; color: rgb(0, 0, =
0);">&nbsp;</span></span></th><th style=3D"background-color: rgb(19, =
121, 207); width: 42.9136%;border: 1px solid =
#dee4ef;padding:8px;text-align: left;"><span style=3D"font-weight: =
700;"><span style=3D"color: rgb(255, 255, 255); font-size: 13px;">Should =
be told if you had a DCA =
by...</span></span></th></tr></thead><tbody><tr><td style=3D"width: =
38.6298%;border: 1px solid #dee4ef;padding:8px;text-align: left;"><span =
style=3D"font-weight: 700;">Black Horse</span> incl Jaguar, Land Rover =
&amp; Suzuki&nbsp;<br><em>(17% of the MSE complaints)</em></td><td =
style=3D"width: 22.9155%;border: 1px solid =
#dee4ef;padding:8px;text-align: left;">Within 28 days of initial =
email</td><td style=3D"width: 42.9136%;border: 1px solid =
#dee4ef;padding:8px;text-align: left;">ASAP after "acknowledgement". No =
deadline, but promises to update you every 28 days</td></tr><tr><td =
style=3D"width: 38.6298%;border: 1px solid =
#dee4ef;padding:8px;text-align: left;"><span style=3D"font-weight: =
700;">Volkswagen Financial Services</span> incl Audi, Seat &amp; Skoda =
(<em>13%)</em></td><td style=3D"width: 22.9155%;border: 1px solid =
#dee4ef;padding:8px;text-align: left;">Immediate auto-response</td><td =
style=3D"width: 42.9136%;border: 1px solid =
#dee4ef;padding:8px;text-align: left;">Within 6 weeks of initial =
email</td></tr><tr><td style=3D"width: 38.6298%;border: 1px solid =
#dee4ef;padding:8px;text-align: left;"><span style=3D"font-weight: =
700;">Santander&nbsp;</span>incl Hyundai, Kia &amp; Volvo =
<em>(8%)</em></td><td style=3D"width: 22.9155%;border: 1px solid =
#dee4ef;padding:8px;text-align: left;">None, as they will wait until =
they have an answer</td><td style=3D"width: 42.9136%;border: 1px solid =
#dee4ef;padding:8px;text-align: left;">Within 28 days of initial =
email</td></tr><tr><td style=3D"width: 38.6298%;border: 1px solid =
#dee4ef;padding:8px;text-align: left;"><span style=3D"font-weight: =
700;">BMW Financial Services</span> incl Mini <em>(6%)</em></td><td =
style=3D"width: 22.9155%;border: 1px solid =
#dee4ef;padding:8px;text-align: left;">Immediate auto-response</td><td =
style=3D"width: 42.9136%;border: 1px solid =
#dee4ef;padding:8px;text-align: left;">Within 88 days of initial =
email</td></tr><tr><td style=3D"width: 38.6298%;border: 1px solid =
#dee4ef;padding:8px;text-align: left;"><span style=3D"font-weight: =
700;">MotoNovo<span style=3D"color: rgb(198, 32, =
53);">&nbsp;</span></span><em>(8%)</em></td><td style=3D"width: =
22.9155%;border: 1px solid #dee4ef;padding:8px;text-align: left;">It =
said "as soon as possible" - we're pushing it for clarity</td><td =
style=3D"width: 42.9136%;border: 1px solid =
#dee4ef;padding:8px;text-align: left;">No solid guidance provided, we're =
pushing. So as it won't manage expectations, if you've had nowt within =
28 days, you may want to send a follow-up email</td></tr><tr><td =
style=3D"width: 38.6298%;border: 1px solid =
#dee4ef;padding:8px;text-align: left;"><span style=3D"font-weight: =
700;">Stellantis</span> ONLY Vauxhall <em>(all Stellantis is =
4%)</em></td><td style=3D"width: 22.9155%;border: 1px solid =
#dee4ef;padding:8px;text-align: left;">Immediate auto-response</td><td =
style=3D"width: 42.9136%;border: 1px solid =
#dee4ef;padding:8px;text-align: left;">No solid guidance provided, we're =
pushing. Yet if you've had your auto-response, it's up to you whether =
you follow up to check after 28 days</td></tr><tr><td style=3D"width: =
38.6298%;border: 1px solid #dee4ef;padding:8px;text-align: left;"><span =
style=3D"font-weight: 700;">Stellantis</span> non-Vauxhall incl PSA =
Finance, Citroen &amp; Peugeot<em>&nbsp;</em><em>(all Stellantis is =
4%)</em></td><td style=3D"width: 22.9155%;border: 1px solid =
#dee4ef;padding:8px;text-align: left;">Within 28 days of initial =
email</td><td style=3D"width: 42.9136%;border: 1px solid =
#dee4ef;padding:8px;text-align: left;">No solid guidance provided, we're =
pushing. If you've had nowt within 28 days, you may want to send a =
follow-up email</td></tr><tr><td style=3D"width: 38.6298%;border: 1px =
solid #dee4ef;padding:8px;text-align: left;"><span style=3D"font-weight: =
700;">Mobilize&nbsp;</span>incl Renault, Nissan &amp; Dacia<span =
style=3D"font-weight: 700;"><span style=3D"color: rgb(198, 32, =
53);">&nbsp;</span></span><em>(3.5%)</em></td><td style=3D"width: =
22.9155%;border: 1px solid #dee4ef;padding:8px;text-align: =
left;">Immediate auto-response</td><td style=3D"width: 42.9136%;border: =
1px solid #dee4ef;padding:8px;text-align: left;">No solid guidance =
provided. Yet if you've had your auto-response, it's up to you whether =
you follow up to check after 28 days</td></tr><tr><td style=3D"width: =
38.6298%;border: 1px solid #dee4ef;padding:8px;text-align: left;"><span =
style=3D"font-weight: 700;">Mercedes-Benz Financial =
Services&nbsp;</span><em>(3.3%)</em></td><td style=3D"width: =
22.9155%;border: 1px solid #dee4ef;padding:8px;text-align: left;">Within =
5 days of initial email</td><td style=3D"width: 42.9136%;border: 1px =
solid #dee4ef;padding:8px;text-align: left;">No solid guidance provided. =
Yet if you've had your auto-response, it's up to you whether you follow =
up to check after 28 days</td></tr><tr><td style=3D"width: =
38.6298%;border: 1px solid #dee4ef;padding:8px;text-align: left;"><span =
style=3D"font-weight: 700;">Barclays Partner =
Finance&nbsp;</span><em>(3%)</em></td><td style=3D"width: =
22.9155%;border: 1px solid #dee4ef;padding:8px;text-align: =
left;">Immediate auto-response<br></td><td style=3D"width: =
42.9136%;border: 1px solid #dee4ef;padding:8px;text-align: left;">Within =
28 days after initial email</td></tr></tbody></table><p><br>=0A=
If you haven't had an acknowledgement and the table shows you should've =
done by now, a few notes:</p><p><strong>- Check your sent =
box:&nbsp;</strong>Is the email definitely in your sent =
messages?<br><strong>- Check your junk mail:</strong> Check the reply =
isn't in your spam/blocked list.<br><strong>- Check the address you sent =
it to:&nbsp;</strong>Especially if you didn't use contact details =
automatically filled in by our tool.</p><p>Only if all of those check =
out, remember that you gave them 28 days to respond, so wait until that =
time before doing anything. But at that point, you may want to resend =
(remember, this is only if you haven't heard anything at =
all).</p><p><strong><span style=3D"font-size: 15px;">2. Had an =
acknowledgement but nothing else?</span></strong></p><p>The table above =
shows how long you should wait for. While you gave it 28 days and many =
are taking longer, I'm actually going to say: "chill a bit, you're =
already on the road that matters."</p><p>The reason I've been pushing =
people to complain now is to minimise the risk of you being timed out if =
there's a time bar. After all, even the regulator's own website =
indicates timing may be an issue: "<em id=3D"isPasted">so, if you think =
you could be running out of time, you should consider complaining to =
your provider now"</em>.</p><p>Yet you have complained and it has =
acknowledged it. All the firms we've checked with say they'll consider =
it a complaint at that point, so you're in. As nothing is then due to =
happen until May, you don't need to push for that much speed. You can =
give it a bit more time to respond.</p><p><span style=3D"font-weight: =
700;"><span style=3D"font-size: 15px;">3. Had a response? What next =
depends on its answer...</span></span></p><p>Below is my best assessment =
of what you should do in all the circumstances we've heard of (thanks to =
all who answered our survey on this). Remember this is uncharted waters, =
so I'm trying to base it on my experience of PPI and bank =
charges.</p><table class=3D"table--bordered" style=3D"width:100%; =
border:2px solid black;"><thead><tr><th style=3D"width: 96.8542%; =
background-color: rgb(19, 121, 207);"><div style=3D"text-align: =
center;"><span style=3D"font-size: 13px;"><strong><span style=3D"color: =
rgb(255, 255, 255);"><em>"</em><strong><span style=3D"font-size: 13px; =
color: rgb(255, 255, 255);"><em>You had a discretionary commission =
arrangement (DCA) &amp; we've logged your =
complaint."</em></span></strong><span style=3D"font-size: =
13px;"><br></span></span></strong></span></div></th></tr></thead><tbody><=
tr><td style=3D"width: 96.8542%;"><span style=3D"font-size: =
12px;">Great. Your complaint is logged, you've done all needed for now =
(unless it requests further info). Now it's just a wait until the FCA =
reports in May and we find out what =
happens.<br></span></td></tr></tbody></table><table =
class=3D"table--bordered" style=3D"width:100%; border:2px solid =
black;"><thead><tr><th style=3D"width: 100%; background-color: rgb(19, =
121, 207);"><div style=3D"text-align: center;"><span style=3D"font-size: =
13px;"><strong><span style=3D"color: rgb(255, 255, 255);"><em>"You =
didn't have a =
DCA."</em></span></strong><br></span></div></th></tr></thead><tbody><tr><=
td style=3D"width: 100%;"><span style=3D"font-size: 12px;">Good news, =
you weren't overcharged, though you've no payback due (that doesn't mean =
you weren't <a =
href=3D"https://clicks.moneysavingexpert.com/f/a/qsE_gVjKVH3byVAI-8yk1A~~=
/AAAHagA~/RgRo8O2eP0SYaHR0cHM6Ly93d3cubW9uZXlzYXZpbmdleHBlcnQuY29tL3JlY2x=
haW0vbWlzLXNvbGQtY2FyLWZpbmFuY2UvP3NvdXJjZT1jYXJGaW5hbmNlJnV0bV9zb3VyY2U9=
Zmlyc3Rjb21tdW5pY2F0aW9uJnV0bV9tZWRpdW09ZW1haWwmdXRtX2NhbXBhaWduPWNhcmZpb=
mFuY2VXBXNwY2V1QgpnBp5oDmea-y17UhNib2JAc2FyYWhoYXJ2ZXkuY29tWAQAAADy">mis-=
sold car finance other ways</a>, however). If you're thinking 'could =
they be lying?', that'd be a massive issue with this level of regulatory =
scrutiny - there could of course be data error, but overall it's =
unlikely.</span></td></tr></tbody></table><table =
class=3D"table--bordered" style=3D"width:100%;border:2px solid =
black;"><thead><tr><th style=3D"width: 100%; background-color: rgb(19, =
121, 207);"><div style=3D"text-align: center;"><span style=3D"font-size: =
13px;"><strong><span style=3D"color: rgb(255, 255, 255);"><em>"We can't =
find your =
info."</em></span></strong><br></span></div></th></tr></thead><tbody><tr>=
<td style=3D"width: 100%;"><span style=3D"font-size: 12px;">The FCA says =
firms should make serious endeavours, not just about finding paperwork, =
but also comparing you to other people in similar situations from the =
same time, and using any evidence available. So try to find ANY =
evidence, no matter how scant, to show you had an agreement (a credit =
report, bank statement showing payments, back page of an agreement - =
anything) and send it to the firm.<br><br>How likely this is to work =
depends on how long ago you had your finance agreement. If it was still =
live within the last six years, they should have details. Further ago it =
becomes trickier, but it should try hard. If not, don't give up, just =
hold for now, as I suspect more rules on 'finding people' will come out =
in May. Just ensure the complaint has been logged for =
now.</span></td></tr></tbody></table><table class=3D"table--bordered" =
style=3D"width:100%;border:2px solid black;"><thead><tr><th =
style=3D"width: 100%; background-color: rgb(19, 121, 207);"><div =
style=3D"text-align: center;"><span style=3D"font-weight: 700; =
font-size: 13px; color: rgb(255, 255, 255);"><em>"You had a DCA =
but..."</em> then a fob-off like <em>"we don't think we've done anything =
wrong"&nbsp;</em>or <em>"complaint rejected, but you can go to the =
ombudsman."</em></span><span style=3D"font-size: =
13px;"><br></span></div></th></tr></thead><tbody><tr><td style=3D"width: =
100%;"><div data-empty=3D"true" style=3D"text-align: left;">=0A=
  <span style=3D"font-size: 12px;">This tactic was long a part of the =
bank charges and PPI reclaim 'dance', designed to put people off, and a =
few firms may be trying similar here. But until May when the FCA =
reports, no one knows exactly what will count as mis-selling.<br><br>=0A=
There's little point going down the ombudsman route right now =E2=80=93 =
the <a =
href=3D"https://clicks.moneysavingexpert.com/f/a/wZAm-CCTfpE3-Sz-3mdqcw~~=
/AAAHagA~/RgRo8O2eP0SSaHR0cHM6Ly93d3cubW9uZXlzYXZpbmdleHBlcnQuY29tL3JlY2x=
haW0vZmlnaHQtYmFjay1mb3MvP3NvdXJjZT1jYXJGaW5hbmNlJnV0bV9zb3VyY2U9Zmlyc3Rj=
b21tdW5pY2F0aW9uJnV0bV9tZWRpdW09ZW1haWwmdXRtX2NhbXBhaWduPWNhcmZpbmFuY2VXB=
XNwY2V1QgpnBp5oDmea-y17UhNib2JAc2FyYWhoYXJ2ZXkuY29tWAQAAADy">Financial =
Ombudsman</a> did previously adjudicate on two cases and ordered =
DCA-related payouts, it has since said that it's unlikely to issue any =
further final decisions for 'some time'.=0A=
  <br><br>=0A=
  But don't worry, as your provider's confirmed you've had a DCA and has =
logged your complaint (it must have done this to be able to close it). =
So, arguably, you've done all you need to until the FCA reports in May. =
And as you'll have 15 months from when you were sent a final response to =
take it to the ombudsman (for final responses received from 12 July =
2023), you'll have plenty of time.=0A=
  </span>=0A=
  </div>=0A=
</td></tr></tbody></table><p><br>Hopefully this helps you figure out =
what you need to do next (if anything). As ever, further updates will be =
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