Motor Finance Claims Surrey - FCA Mis-Selling Investigation

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Motor Finance Claims Surrey - FCA Mis-Selling Investigation

Last updated: 27 February 2026

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Surrey, a county with a population of 1,203,000 (ONS Census 2021), has seen an estimated 113,684 drivers affected by motor finance mis-selling during the period from 6 April 2007 to 1 November 2024. This figure is based on calculations using ONS Census 2021 population data and FCA estimates. The Financial Conduct Authority (FCA) has launched an investigation into discretionary commission arrangements that have affected 12.1 million eligible agreements (FCA, March 2026) across the UK, with a total value of £7.5 billion (FCA estimate). On average, each mis-sold finance agreement could lead to an overpayment of around £829 (FCA estimate).

How Motor Finance Mis-selling Affected Surrey

In Surrey, several local dealerships were involved in selling Personal Contract Purchase (PCP) and Hire Purchase (HP) finance agreements. These include well-known dealership groups such as Caffyns Surrey, Harwoods Surrey, Lookers Surrey, Hendy Group Surrey, and others. Major lenders operating within the area included Black Horse (Lloyds Banking Group), MotoNovo Finance, Close Brothers Motor Finance, Santander Consumer Finance, Barclays Partner Finance, and [Alphera](https://mlj.org.uk/lenders/alphera-financial-services) Financial Services (BMW). These dealerships would often offer finance packages that were not in line with customer needs or financial circumstances due to incentives from lenders. The FCA investigation has highlighted the issue of discretionary commission arrangements where lenders could pay additional commissions to dealers for meeting certain performance targets tied to sales volumes rather than consumer outcomes.

The FCA Motor Finance Investigation

The FCA's motor finance investigation focuses on discretionary commission arrangements that have been in place since 6 April 2007. These arrangements may have led to customers receiving poor advice or being pushed into unsuitable finance deals, resulting in overpayments and financial strain. According to the FCA estimate, this mis-selling affected 12.1 million eligible agreements (FCA, March 2026) across the UK with a total value of £7.5 billion (FCA estimate). On average, each agreement could have resulted in an overpayment of around £829 (FCA estimate).

How Surrey Residents Can Check Their Finance Agreements

To determine if you were part of the motor finance mis-selling issue, Surrey residents should review their finance agreements carefully. Look for any discrepancies or signs that suggest poor advice was given during the sales process. Key dates to focus on are from 6 April 2007 to 1 November 2024. Gather all relevant documents such as loan agreements, payment schedules, and correspondence with lenders. If you suspect mis-selling, it is important to assess whether your dealer or lender provided adequate information about the terms of your finance agreement, including interest rates, repayment periods, and any hidden costs or penalties for early settlement.

How to Complain Directly to Your Lender for Free

You can complain directly to your lender for free without needing a claims management company. Major lenders operating in Surrey include Black Horse (Lloyds Banking Group), MotoNovo Finance, Close Brothers Motor Finance, Santander Consumer Finance, Barclays Partner Finance, and Alphera Financial Services (BMW). Each of these companies has an internal complaints procedure that you can use to address any issues related to your finance agreement. When making a complaint, ensure you provide detailed information about the nature of the mis-selling, including dates, amounts involved, and any relevant documentation. If your lender does not resolve your issue satisfactorily, you have the option to escalate it to the Financial Ombudsman Service (FOS) for free arbitration.

Sources and References

FCA
Financial Ombudsman Service (FOS)
Office for National Statistics (ONS Census 2021)
Car Finance Compensation in Your Area

The FCA confirmed that 12.1 million motor finance agreements across the UK qualify for compensation. The FCA-estimated scheme average of £829 per eligible agreement per agreement, totalling £7.5 billion in redress. If you took out PCP or HP car finance between 6 April 2007 and 1 November 2024, your agreement may be eligible regardless of where you live in the UK.

The final deadline to complain is 31 August 2027. You can complain to your lender directly for free. You do not need a claims management company.

Frequently Asked Questions

How many residents in Surrey are estimated to be affected by motor finance mis-selling?

Based on ONS Census 2021 population data and FCA estimates, approximately 113,684 drivers in Surrey may have been affected by motor finance mis-selling.

What should I do if I suspect that my motor finance agreement was mis-sold to me in Surrey?

If you believe your motor finance agreement has been mis-sold, you can complain directly to the lender for free. You do not need a claims management company.

What are some common signs of motor finance mis-selling in Surrey?

Common signs include being pressured into taking out a loan with high interest rates, not fully understanding the terms and conditions of the agreement, or being misled about alternatives such as personal loans from banks.

How does motor finance mis-selling impact residents in Surrey financially?

Motor finance mis-selling can lead to significant financial burdens for affected drivers. The average cost of compensation awarded is £829 (FCA estimate), reflecting the potential savings that could be achieved by addressing these issues.

Important: MLJ.org.uk is an independent information resource. We are not a claims management company, solicitor, law firm, or financial adviser. We do not process claims, take fees, or provide advice. Where the law gives you a right to complain or claim directly (to a lender, council, FOS, court, or regulator), you can do so without paying a third party. MLJ.org.uk is operated by Copious Ltd, registered in England and Wales, company number 11437826.