Customer Redress Exercises and Schemes

Helping companies manage customer redress, including motor finance

The UK Financial Conduct Authority is emphasising the importance of proactive customer redress. The need for robust, dynamic, cost-effective redress delivery is greater than ever. 

Motor finance commission is shaping up to involve a major FCA-led redress process. Responding will entail addressing legal complexity, managing litigation risk and delivering efficient, consistent redress outcomes.   

We are currently advising car finance lenders to prepare for the forthcoming FCA redress plans, conduct customer redress and beyond, using our experience of regulation, FCA intervention, redress schemes and litigation. 

We have long and proven experience in devising and deploying redress exercises and schemes using our AI-enabled tech platform, AG Remediate, having supported over 15 major banks and other financial services companies to manage redress effectively.  

Our unique integrated approach and redress platform will:

  • Integrate your redress arrangements with litigation risk and complaints handling, under cover of legal privilege
  • Devise and apply the right analysis with the right information
  • Easily visualise progress, trends, plans and bottlenecks for sharing with your team, stakeholders and regulators
  • Efficiently communicate good, timely customer outcomes

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Motor finance resources

AG Remediate: 
AI-enabled customer redress platform

Over the last 10 years, our specialist team has combined its regulatory, contentious and tech expertise on multiple projects, assessing redress for thousands of end-customers. Our bespoke, dedicated AI-led platform embeds our firm's collective legal and regulatory expertise. It will help you to effectively and efficiently manage your customer redress, putting all the information you need at your fingertips.

Our service

1

Combines our legal &
compliance expertise

We combine our legal and compliance expertise with AI to assess and deliver accurate, consistent and cost-effective redress outcomes.

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2

Displays tailored
dashboards

The tool we provide shows case analysis, project progress and trends, and pinpoints exposure.

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3

Stores all your
customer data

It also stores all your customer data and documents in one place, making information and analysis easy to find, and contacting customers quick and simple.

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Recent examples of customer redress work for clients

Finance coins

Motor finance commission advice and read across

Advising several lenders and banks on the liability and risk implications arising from the Court of Appeal decision in Hopcraft, Wrench and Johnson, reviewing product arrangements and creating a risk rating tech tool.

Bank building

Bank customer onboarding remediation

We conducted a legal, regulatory and customer experience remediation of business customer onboarding processes for a global bank using our AG Remediate platform to provide decisioning clarity, track workflows and accountability, surface legal gaps using AI and provide dynamic visual reporting.

Credit card teaser

Fraudulent investments

We advised a retail bank that had a large number of bank account customers who had invested in a fraudulent investment scheme, helping them to both assess and calculate redress for customers, and manage complaints that fell outside of the core redress programme, including several successful submissions to FOS to limit the scope of the bank's liability.

Cash teaser

Private bank loans

We helped a private bank conduct a lending past business review and redress programme of over 300 consumer credit, regulated mortgage, and unregulated loan templates. We supported the bank by identifying and organising template and unique clauses and contracts, testing compliance of the operation of the loans against the contractual terms and regulatory requirements. We recommended appropriate redress where necessary in light of Ombudsman and regulatory redress approaches.

Finance coins

Retail banking – regulation and probate

We advised a major retail bank on a review of its treatment of deceased customers, designing a fair treatment programme in light of regulatory requirements and probate law, and supporting remediation wherever something had not gone right.