Consumer Duty: A Guide for Motor Finance Providers


In recent years, regulatory changes have been shaking up the world of motor finance in the UK. The Financial Conduct Authority (FCA) has introduced a set of rules and regulations known as the Consumer Duty, aimed at ensuring fair treatment for consumers across the financial services sector. This includes motor finance providers. If you’re in the business of motor finance, it’s crucial to understand how the Consumer Duty applies to your operations. In this article, we’ll provide a consultative perspective and offer insights into how the FCA’s Consumer Duty impacts motor finance providers.

Understanding the FCA’s Consumer Duty

The FCA’s Consumer Duty, which came into effect in 2022, is designed to promote better outcomes for customers and uphold their best interests. It outlines three key pillars that motor finance providers need to adhere to:

  1. Act in the customer’s best interests: This means putting your customers’ needs at the forefront of your operations. Motor finance providers must make decisions that are in the best interests of their customers, even if this means a potentially lower profit for the provider.
  2. Communicate clearly and transparently: The Consumer Duty places a strong emphasis on clear and transparent communication. Customers should fully understand the terms and conditions of their motor finance agreements, including the cost of credit and any associated risks.
  3. Provide a fair and equitable service: Motor finance providers must ensure that their products and services do not exploit or take advantage of customers. The Consumer Duty aims to eliminate practices that harm customers’ financial wellbeing.

How the Consumer Duty Affects Motor Finance Providers

  1. Product Design and Offerings: The Consumer Duty necessitates a re-evaluation of your product design and offerings. Are your finance packages tailored to meet the genuine needs of your customers? Are they transparent regarding fees and costs? Make sure your products are designed with the customer’s best interests in mind.
  2. Affordability Assessment: Motor finance providers must conduct robust affordability assessments to ensure that customers can comfortably meet their repayment obligations. This includes assessing income, expenses, and any potential changes in the customer’s financial circumstances.
  3. Risk Management: The Consumer Duty also impacts risk management. You’ll need to identify and mitigate risks that could harm your customers’ financial wellbeing. This may involve adjusting underwriting criteria or creating mechanisms for early intervention if a customer faces financial difficulties.
  4. Communication: Clear and transparent communication is paramount. Ensure that all customer communications are jargon-free, easy to understand, and honest. This includes pre-contract information, terms and conditions, and ongoing updates throughout the agreement.
  5. Complaints Handling: The Consumer Duty also extends to your complaints handling process. Ensure that you have a fair and responsive system in place to address customer concerns and resolve disputes promptly.
  6. Training and Culture: Promoting a culture of compliance within your organisation is crucial. This includes ongoing training for staff to ensure they understand and adhere to the principles of the Consumer Duty.


Adhering to the FCA’s Consumer Duty is not only a regulatory obligation but also an opportunity to build trust and credibility with your customers. By putting customers first, communicating clearly, and providing a fair and equitable service, motor finance providers can create a competitive edge in the market.

If you’re a motor finance provider, it’s essential to work with FCA compliance consultancy experts who understand the nuances of the Consumer Duty. They can help you navigate the regulatory landscape, implement the necessary changes, and ensure your business operates in line with these consumer-centric regulations. This will not only protect your business but also contribute to a healthier and more transparent motor finance industry in the UK.

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