Liam Coleman: Financial Ombudsman & Car Finance Claims

Liam Coleman has been appointed as interim chair of the Financial Ombudsman Service, which comes at a significant time for UK consumers concerned about potentially mis-sold car finance agreements.

The Financial Conduct Authority (FCA) announced his appointment on 28 July 2025, with Coleman taking up the position on 10 October 2025.

For drivers questioning whether they were treated fairly when taking out Personal Contract Purchase (PCP) or Hire Purchase (HP) finance, the Financial Ombudsman Service remains an important part of the complaints process.

With millions of motor finance agreements affected by concerns about commission arrangements, consumers need clear information about their rights and the options available.

If you are unfamiliar with the complaints process, our guide explains what the Financial Ombudsman Service does and when it can help with car finance complaints.

Who Is Liam Coleman?

Liam Coleman is the new interim chair of the Financial Ombudsman Service, and has more than 30 years of experience across financial services, public organisations and board leadership.

His previous roles include chief executive of The Co-operative Bank and senior treasury positions at Royal Bank of Scotland and Nationwide Building Society.

He succeeded Baroness Zahida Manzoor, who stepped down after completing two terms as chair. Coleman was appointed on an interim basis while the search for a permanent chair continued.

Why Does His Appointment Matter for Mis-sold Car Finance?

The Financial Ombudsman Service helps resolve disputes between consumers and financial businesses, including complaints involving car finance.

For people concerned about mis-sold PCP car finance or Hire Purchase finance agreements, the service provides an independent route for eligible complaints that have not been resolved by the lender.

Common concerns include:

Commission arrangements that were not properly disclosed.
Interest rates influenced by discretionary commission arrangements.
Finance terms that were not clearly explained.
Questions about affordability assessments.
Consumers feeling pressured into a particular finance product.

These concerns do not automatically mean an agreement was mis-sold or that compensation is due.

Coleman's appointment does not change the eligibility criteria for compensation or guarantee any particular outcome. However, the organisation's leadership oversees a service that plays an important role in resolving financial disputes fairly.

For a wider explanation of the issues consumers encounter, read our comprehensive guide to car finance claims.

What Is Happening With Car Finance Compensation?

The FCA introduced its Motor Finance Commission Consumer Redress Scheme on 30 March 2026.

The scheme covers certain motor finance agreements entered into between 6 April 2007 and 1 November 2024. It addresses specified commission arrangements that may have resulted in unfair treatment.

However, the scheme is subject to legal challenges.

In July 2026, the Upper Tribunal suspended parts of the scheme while those challenges are considered. This means certain compensation calculation and payment requirements are not currently being implemented.

Other requirements remain in force.

Consumers should not assume that all car finance agreements qualify or that compensation will be paid immediately.

If you are reviewing an older agreement, our PCP car finance claims guide explains how commission arrangements and other finance terms can become relevant to complaints.

What Role Does the Financial Ombudsman Service Play?

The Financial Ombudsman Service offers an independent way to resolve eligible disputes between consumers and regulated financial firms.

It can consider complaints involving matters such as affordability, unclear finance terms and commission arrangements, subject to the applicable rules.

However, the FCA compensation scheme affects the handling of certain motor finance commission complaints.

Where an agreement falls within the scheme, the lender will generally need to assess it under the relevant scheme requirements before the Financial Ombudsman Service considers a dispute about that assessment.

Other complaints may follow the usual process.

The Ombudsman also continues to handle certain commission complaints referred before the scheme was introduced.

Our article on how the Financial Ombudsman Service handles car finance complaints explains the service's role, how decisions are reached and what consumers can expect.

What Should You Do if You Think Your Car Finance Was Mis-sold?

For PCP or HP finance agreements, several steps can help establish whether a complaint may be appropriate.

1. Check a finance agreement

Look for the lender's name, agreement date, interest rate and any information about commission.

An agreement can help establish which finance provider was involved and the terms that applied.

Unsure what paperwork matter? Our guide explains which documents can help you review a potentially mis-sold car finance agreement.

2. Review any previous complaints

For existing complaints, copies of correspondence, complaint reference numbers and decisions may be useful.

The complaint-handling process may depend on when the complaint was submitted and whether it falls within the FCA scheme.

3. Understand the current compensation rules

The FCA's scheme applies to particular commission arrangements and has specific eligibility requirements.

Not every PCP or HP agreement qualifies.

Our guide to car finance claims provides background on commission concerns and the complaints process.

4. Understand the complaint options

Complaints can be submitted directly to finance providers for free.

Where appropriate, eligible complaints can also be referred to the Financial Ombudsman Service without charge.

You do not need a claims management company or solicitor to make a complaint.

Using a claims management company or solicitor is optional. Complaints can be submitted directly to the finance provider without charge. The Mis-sold Expert helps with car finance claims explains the support available, the services provided and the fees involved..

5. Keep relevant documents and correspondence

Finance agreements, payment statements and complaint correspondence may help establish what happened.

Keeping this information organised can make it easier to respond to requests from the lender or the Financial Ombudsman Service.

Why Fair Complaint Handling Still Matters

Coleman's appointment highlights the continuing importance of independent oversight in UK financial services.

For consumers concerned about mis-sold car finance, the priority remains clear information, fair treatment and access to appropriate complaint procedures.

The FCA's motor finance compensation scheme continues to develop alongside ongoing legal challenges, making it important to distinguish between an agreement that may qualify for review and one that results in compensation.

Understanding an agreement and the relevant rules is the starting point.

The Mis-sold Expert's car finance claims resources provide further information, including guides covering PCP agreements, HP finance and the Financial Ombudsman Service.

The Mis-sold Expert initial agreement check provides a way to review past car finance agreements. Using the paid claims management service is optional, and fees apply to successful claims.

How Mis-Sold Expert Can Help

Mis-sold Expert provides information about concerns involving car finance agreements, including PCP and HP finance.

The service explains complaint and redress processes in clear language and can manage eligible claims for consumers who choose to use a claims management company. Fees and applicable terms should be reviewed before deciding whether to use a paid representative.

Sources

Disclaimer: This article is for general information purposes only and does not constitute legal advice, financial advice or a recommendation to pursue a claim. Information is based on publicly available sources at the time of writing and may change as regulatory, legal or court proceedings develop. If you require advice about your individual circumstances, you should seek independent professional guidance.

Consumer information: Mis-sold Expert is a trading name of M. R. Consumer Services Limited, a claims management company authorised and regulated by the Financial Conduct Authority (FRN 838452). You can complain directly to your finance provider for free and, where appropriate, refer your complaint to the Financial Ombudsman Service for free. Mis-sold Expert charges a fee of 18% to 36% of compensation recovered, including VAT, for successful claims. Cancellation charges may apply under the terms of your agreement.

Disclaimer: This article provides general information only and does not constitute legal or financial advice. Compensation is not guaranteed. Eligibility and outcomes depend on individual circumstances and applicable regulatory requirements. You can complain directly to your finance provider for free and use the Financial Ombudsman Service without charge where eligible.