Updated: 22 September 2025

Originally Published: 20 December 2024

Many drivers in the United Kingdom are looking into the possibility of filing car finance claims due to the continuously developing issue of mis-selling in the industry. 

Collecting the right evidence is important if you are preparing for a car finance complaint. You have better chances of a successful claim when you have proper documentation.

That’s why gathering proof is always a good idea. This is preferably done as soon as you seal the deal. Nevertheless, you can start organising potential evidence even if you’re in the middle of your contract. Here are valuable tips for gathering evidence for your complaint. 

A Brief Overview of the Complaint Process

Effectively gathering the necessary evidence for your claim requires a thorough understanding of the complaint process. 

Your report will begin with your service provider, which could be your broker or lender. Notify your provider about your complaint, then wait for a final response. This could lead to a quick resolution when done right. 

Lenders that are already receiving complaints can breathe a little easier as the FCA provided them until after 4 December 2025 to respond to those complaints [1]. However, you have the option to go to the Financial Ombudsman Services (FOS). This applies if you’re unhappy with the initial resolution or if you haven’t received a response within the expected timeframe.

The Ombudsman would take a look at the laws, regulations, and industry standards related to your complaint while reviewing your communications with the service provider.

The FOS will come up with a resolution after considering any piece of evidence you may have, including pre- and post-purchase documents. 

In this case, you can use the services of a claims management company and there are people who prefer to seek the advice of a finance claims expert. Claims management companies (CMCs) can do the work for you but will charge a percentage of the payout. To avoid having to pay fees upfront, you should use a CMC who works on a no win, no fee scheme. The fees charged is a factor you should consider against the ease of them doing it for you.

Key Developments in 2025 

In 2025 there have been significant court rulings and regulatory changes with direct impact on car finance and PCP claims against all lenders:

Supreme Court ruling (August 2025) [2] – The Court clarified that not all commissions are inherently illegal. However, secret or excessive discretionary commissions can still result in an "unfair relationship" under consumer credit law. Millions of potential mis-sold car finance claims have yet to be made and could still be worth pursuing for compensation.

Redress scheme consultation (October 2025) [3] – The FCA is expected to begin a six-week consultation on a UK-wide redress scheme for mis-sold car finance agreements. The final rules could be published early in 2026 with the first lender compensation payments to follow shortly after.

Average payout guidance – The FCA has provided guidance that the average refund for claims involving discretionary commission arrangements is likely to be around £950 per agreement [4]. The true value of claims can vary considerably depending on the size and term of the finance deal, with some customers potentially eligible for far more.

Armed with new car finance claims UK information, consumers may be able to reclaim unfair overpayments they have made.

Types of Documents You Should Have When Filing a Car Finance Claim

Gathering the right documents is essential when preparing a PCP mis-selling  claim. Keep in mind that every document you gather helps prove your case and shows things like mis-sold car finance or undisclosed commissions. 

Here are the essential information you should provide:

• Your name and policy number
• Contract date
• Vehicle number
• Address at the time of signing the agreement

You must also have the following documents:

• Signed contract
• Initial disclosure document (IDD)
• Any pre-contract information
• Adequate explanation documents
• Standard European consumer credit information
• Any other information provided by the dealer
• Your payment history

The contract, which could be a hire purchase agreement, personal contract purchase (PCP), conditional sale arrangement, or hire/lease agreement, signed at the time of purchase is the most crucial piece of evidence to support your claim. 

Your contract shows the terms both parties are expected to abide by. This shows any essential info, such as payment amounts, rates, commission structures, and other details. 

While this is a good starting point, you need to provide supporting documents that further solidify your claim. If you’re complaining about hidden car finance commissions or discretionary commission arrangements, you need to show that it was inadequately disclosed, if at all. 

You could prove this by providing the initial disclosure document, pre-contract info, explanation documents, and other communications between you and the seller prior to signing the contract.

You might also need to show your payment history. Gather any receipts, proof of payment, or acknowledgements from your lender. These records can prove that you have been making payments that could be overcharged.

Keeping all communication with the lender or dealership, including emails and formal letters, is crucial to your case. 

Combined, all of these can help confirm that the terms of your agreement were followed and highlight any mistakes or misrepresentations pre- and post-agreement. 

Tips for Getting Missing Evidence

After your purchase, your dealer must provide you with a copy of your finalised agreement, so be sure to have it with you. 

The tricky part is providing evidence for mis-selling or misrepresentation. You’ll be glad to know that the FOS considers your recounting of what happened and weighs it against the firm’s version of events. 

However, this type of evidence can be thin, so you might want to look for other physical proof, such as invoices, advertisements, and brochures. Supporting evidence like emails and text messages that mention contract terms also matter.

Car Finance Claim: How to Effectively Organise Your Evidence

Whether you have everything on hand or are in the process of gathering evidence, organising your documents can streamline the complaint process. 

The types of evidence you usually get during the car financing process come in the form of physical and digital documents. Below is how you can effectively manage them for a smoother complaint process. 

Organising Physical Evidence

Proper storage is the most essential aspect of organising physical evidence. Keeping paper in a dry place can help preserve any printed documents, such as paper contracts. Brochures, invoices, and receipts should also be stored in a similar space. Consider using desiccant packs to help wick away moisture. 

The best way to organise your files is by date, as it gives you a solid timeline of events. Make sure to use organisers like labelled envelopes to help locate your files easily. 

Organising Digital Evidence

Here’s the trickier part: managing digital evidence, and yes, this includes scanned copies of physical documents. This way, you’ll have copies of your paper files even if they end up damaged or lost. 

You can use a scanner app on your phone to take clear scans of your document and other paper evidence. Systematically name each file to help you quickly find what you need. Here’s an example: Company Name Agreement_Year-Month-Day.

To start organising your files, make sure that everything related to your car finance mis-sold contract is placed in a properly named folder. You can use the name of the provider and the year it was taken out. 

Finally, create copies of your folder across different devices and online storage spaces. Make it a point to update your digital files every now and then.

Summary Document

If you’re filing a complaint, having a summary document that states the facts of the matter can help your case. This file can be as comprehensive or as pared-down as you like, but it must cover all the important details of the car finance or PCP claim. 

It could include a timeline of events, what happened during key dates, and what documents support each entry. 

Conclusion

The motor lending sector is seeing a widespread change in terms of industry practices and regulations. If you’re one of the drivers qualified for car finance compensation, heeding these evidence organisation tips can help improve your chances of successfully claiming redress. 

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1. the FCA provided lenders until after 4 December 2025 to respond to complaints - https://www.fca.org.uk/news/statements/firms-given-until-december-2025-respond-motor-finance-commission-complaints
2. Supreme Court ruling (August 2025) - https://supremecourt.uk/uploads/uksc_2024_0157_0158_0159_judgment_2bb00f4f49.pdf
3. Redress scheme consultation (October 2025) - https://www.fca.org.uk/news/statements/fca-consult-compensation-scheme-motor-finance-customers
4. The FCA has provided guidance that the average refund for claims involving discretionary commission arrangements is likely to be around £950 per agreement - https://www.birminghammail.co.uk/motoring/motoring-news/14-million-drivers-could-receive-32193839