Context
The FCA has opened an enforcement investigation into Consultation Claims Limited (CCL) following concerns about its conduct in the period April 2025 to December 2025 in relation to motor finance claims. The FCA is investigating concerns that consumers may have been signed up during the period April 2025 to December 2025 without their consent, with some allegations that signatures have been forged. This appears to be a case founded in transparency, culture, conduct, conflicts of interest and a potential lack of appropriate outcomes.
Key points to note and next actions
- The FCA is investigating the full customer journey, including how customers were contacted, what they were told during and after sign-up, and the information they were given about exit fees.
- The FCA has stated that announcing the investigation allows consumers who may have unknowingly been signed up or who may have been presented with documents purporting to be signed by them when they have not, to complain to CCL.
- CCL agreed a Voluntary Requirement (VREQ) with the FCA, effective from 8 December 2025 to 2 March 2026. As part of the VREQ, CCL temporarily stopped taking on new customers and wrote to all its customers offering them a chance to cancel their arrangements free of charge.
- After CCL had complied with the FCA’s requirements, including by taking action to prevent the practice of customers being sent contracts which may have included false signatures, the VREQ was removed and the FCA permitted CCL to resume taking on new customers.
- The FCA has not reached any conclusions as to what has happened or as to whether CCL has breached any relevant requirements.