The FCA has opened an enforcement investigation into Consultation Claims Limited (CCL) following concerns about its conduct between April and 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.
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.
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. If those customers are not happy with the firm’s response, the FCA says they should complain to the Claims Management Ombudsman.
The FCA noted that it has not reached any conclusions as to what has happened or as to whether CCL has breached any relevant requirements.
Last month, the regulator launched a review of the claims management market, following concerns that consumers are being failed by some claims management companies (CMCs) and law firms.
The review will look at the root causes of poor practices across the market, like aggressive marketing, misleading advertising and unfair exit fees. Other concerns include consumers being signed up without their consent - without clear, upfront explanations of the implications of signing up or ticking a box, for example on social media adverts - or by multiple representatives, potentially causing confusion and delaying compensation.
While the approach to motor finance claims by some CMCs and law firms has put these issues into sharper focus, the FCA says it is also concerned about the handling of other claims, such as housing disrepair.
Last year, the regulator set out areas where firms were not meeting its expectations, but noted that it continues "to see poor behaviours".
