The upcoming redress programme from the Financial Conduct Authority, and how to manage the pause on complaints that will soon lift, was a key discussion point at the final Compliance Forum of the year.
Hosted by S&W in central London, the forum brought together legal and compliance professionals from across the BVRLA membership, who heard from speakers representing the Financial Ombudsman Service (FOS), Konexo (part of Eversheds Sutherland) and S&W.
As part of an update on FOS complaints, Mark Hollands, Ombudsman from FOS said: “It was a good opportunity to share with BVRLA members our recent complaint volumes and share some insight into effective complaint handling.
“Complaint volumes at the Financial Ombudsman Service have fallen sharply year-on-year. In Q2 25/26, we received 46,300 new complaints compared to 73,700 in the same period last year, and substantially lower than the 68,000 recorded in Q1. Professional Representatives’ activity has also dropped significantly, with 4,300 new cases in Q2 versus 37,100 in the same period the previous year. The introduction of the professional representative case fee in April 2025 has contributed towards the significant reduction in new complaint volumes.”
With the FCA’s pause on motor finance complaints set to lift for out-of-scope cases next month, the BVRLA is providing members with additional support to ensure they are ready to take any appropriate actions.
Following their address as part of the Compliance Forum, the S&W team has created a short document that details what is next for out-of-scope firms. The document gives an update on the current situation and timeline, as well as providing a compliance checklist and overview of key takeaways. It is available below.
Access the guidance document online.
The BVRLA will also be hosting a webinar on Tuesday 25 November to launch a toolkit that will support members with how to process complaints once the FCA pause lifts. Konexo are developing the toolkit and will present it to members before taking questions during next week’s webinar, free to BVRLA members.
Sign up to the webinar online.
Dates for 2026
The Compliance Forum will deliver three events through 2026, dates are confirmed below. Members with an active subscription are encouraged to mark the dates now, while those wanting to hear more about the programme should email [email protected].
- 10th March
- 16th June
- 10th November
