Complexity to Clarity: Navigating the FCA’s Motor Finance Compensation Scheme Customer Remediation – delivering the right outcomesThe Financial Conduct Authority (FCA) is accelerating its focus on mass redress exercises, with Discretionary Commission Arrangements (DCAs) in motor finance now squarely in the spotlight. With billions in potential redress at stake, firms must move swiftly - not just to comply, but to control exposure and protect customer trust.Protiviti brings proven expertise in blending deep regulatory insight with cutting-edge data and technology accelerators to design and deliver complex customer redress programmes - at scale and with speed.In today’s fast-moving regulatory landscape, where timely action is critical, our integrated delivery model empowers firms to respond decisively while our flexible resourcing model gives you cost-effective options tailored to your project goals. Key ChallengesOperational CapacityFinancial Ombudsman Service (FOS) decisions and Claims Management Company action will drive surges in customer contact and complaints Historic recordsIn scope period will be back to 6th April 2007- many firms will not have retained records back this far PolicyNeed to define fair treatment approach, policy, process, procedures for handling complaints including redress OutreachLarge volumes of customer communications including "gone aways", tracing and reverification Our end-to-end customer remediation model that combines:End-to-End Claims & Redress Programme Management Image Regulatory ExpertiseTrusted by 8 of the 10 largest UK banks for strategic and regulatory support. Delivered X+ UK remediation programmes in the last 5 years. Specialists in financial services, regulatory compliance, and customer redress. Image Tech-First SolutionsEmbedded AI accelerators and data analytics reduce case processing time by up to x%. Streamlined operations, without compromising quality. Image Scalable ResourcingRapid deployment of high-performing teams tailored to your needs. Flexible models that scale with your project, from pilot to full rollout. Featured Insights Navigating the challenges of delivering a customer redress scheme for Motor Finance FCA has designed a comprehensive scheme the main responsibility for delivering the scheme will fall to impacted lenders. One of the difficulties for lenders will now be how to think through now the implementation steps required to follow and execute the scheme in practice. Read more Automating the Redress Scheme: Building Smarter Foundations for the UK Motor Finance Consumer Redress Scheme With the announcement of the FCA’s consultation on the UK Motor Finance Consumer Redress Scheme, the affected firms in the financial services sector are preparing for a large-scale operational challenge. The potential volume of cases and complaints, coupled with the complexity of retrieving and reconciling years of historical data across disparate systems, formats, and intermediaries. Read more FCA Motor Finance Consumer Redress Scheme: Assessing Harm and Calculating Redress The Financial Conduct Authority (FCA) published Consultation Paper CP 25/27: Motor Finance Consumer Redress Scheme. For impacted firms, understanding the FCA’s proposed approach to assessing liability and calculating redress is critical as the industry prepares for redress payouts. Read more Motor Finance Consumer Redress Scheme In this article, we share some initial observations and insights. Throughout the consultation period, Protiviti will continue to provide additional perspectives on both the technical and operational aspects of the scheme. Read more From Automation to Autonomy - The Capabilities and Complexities of AI Agents | AI Pulse - Vol.3 Protiviti's AI Survey 3.0 reveals organisations are using Agentic AI to enhance decisions, improve efficiency and shape the future. Read more Our Solutions Regulatory Compliance Regulatory Compliance Consulting Services help you manage today’s risks to build future success.Protiviti’s regulatory compliance team brings a blend of experience and fresh thinking through a unique mix of consulting talent combined with former industry professionals, including risk and technology executives, commercial and consumer lenders, compliance professionals, and financial regulators.Read more Regulatory Remediation Developing and executing strategic and resolution-driving lookback and remediation programmes.Our overall goal is to help our clients be successful in their response to regulatory issues and do so in an efficient manner, with a focus managing risk, regulatory relations, and customer experience.By leveraging our experienced professionals and proven methodologies, our clients can accelerate their response to and remediation of regulatory issues. We enhance our clients’ development and implementation of responsive strategies, including remediation governance frameworks, tools, templates and standards, resulting in successful outcomes.Read more Skilled Person Reviews Expert guidance for successful Skilled Person Reviews across all FCA/PRA regulatory topics.The Protiviti team has extensive experience of supporting clients to prepare, manage and complete successful Skilled Person Reviews. This experience covers many sectors and different regulatory topics with firms of varying size and complexity. The breadth of experience and subject matter expertise we offer enables us to provide you with insights and support in dealing with topics covering the full range of regulatory topic covered by the FCA/PRA, including from Governance and Oversight through the many technical regulatory requirements.Read more Artificial Intelligence Empowering organisations to adopt AI and lead in the era of intelligent automation.We deliver cutting edge Al solutions, helping you leverage existing Al technologies or build custom solutions for your enterprise. We also have our own proprietary Al platform that our teams leverage to deliver value faster and can be used for accelerators and enablers for your organisation. Our unique approach leverages your existing data and technology landscape to make the most from your investment. In short, we help organisations adopt Al to reimagine and automate operations, enhance experiences, and drive innovation.Read more Leadership Bernadine Reese Bernadine is a Managing Director within our Financial Services Industry (FSI) Regulatory practice in the U.K. Prior to joining Protiviti 17 years ago, Bernadine was a Director in KPMG’s Regulatory Services practice. A chartered accountant by training, Bernadine has over ... Learn more Stuart O’Sullivan Stuart is an Associate Director working on engagements where his subject matter expertise is required. Stuart started his financial services career at the FSA where he worked in supervision and authorisation and he has 17 years experience as a regulatory consultant, 13 ... Learn more
