Five critical steps
To motor finance customer remediation
4-5 Introduction
6-7
How we help and common customer challenges
8-9
Why choose Version 1
10-23
The 5 critical data remediation framework steps
24-25
Monitoring and reporting
26-27
Our experience working with third parties and remediation services benefits
30-31
Our remediation accelerators
32-33
Customer success stories
34-35
Complimentary consultancy session
36-37
More resources
Our Author
Laura Walker Delivery Principal, Banking
Introduction
The landscape of motor finance has changed significantly, driven by regulatory shifts and landmark rulings.
The recent Supreme Court (August 2025) ruling that, “… in certain circumstances the failure to properly disclose commission arrangements could be unfair and therefore unlawful” will compel banks to re-evaluate their practices and align with new mandates.
In response to this, our ebook will explore the following;
• Practical implications and challenges for the motor finance sector, the potential repercussions of non-compliance and how it can impact your organisation
• The five critical data remediation framework steps to undertake, fast track delivery with remediation accelerators, resources and benefits
• Customer success stories - real world examples of where our experts have done this before
By the end of this ebook, you will have a clear strategy for achieving customer remediation to ensure your institution remains ahead of the curve during this turbulent time.
Let us guide you through the necessary steps to secure compliant customer remediation processes, expert resources and accelerator frameworks.
Customer communication and support Closure and transition to BAU
£1.2bn
Lloyds triples car finance compensation provision to £1.2bn
Motor Finance
£165m
Close Brothers Reserves £165M to Address Car Loan Commission Scandal
Clear Cut Legal
£172m
Bank of Ireland sets aside €172m for car finance compensation
BBC
How our services help
We help financial institutions reduce the challenge, complexity and stress of mobilising customer remediation programmes through, skilled experienced professionals, proven accelerators and a people-first remediation approach.
Our deep domain expertise and industry-leading methodologies enables organisations to achieve faster regulatory compliance, improved data accuracy, and significant operational efficiency.
Our people and expertise has facilitated the successful remediation of over 500,000 customers across 28+ programmes covering loans, mortgages and investments.
This has delivered value, cost saving, and built trust with our financial services customers.
28+
500,000 PROGRAMMES
CUSTOMERS
Customer challenges
Financial institutions look to us for support with their customer remediation programmes when they experience the following challenges;
Regulatory pressure
To achieve accurate, timely and complete customer remediation outcomes.
Struggle to achieve results
Limited internal resources and a lack of specialised remediation expertise.
Poor data quality
Locked within legacy systems and closed platforms, further compounded by limited internal knowledge and growing complexity.
Outdated, incomplete, or inconsistent customer records
Fragmented or poor-quality data which can hinder accurate calculation and reconciliation.
Growing high volumes of claims
Including verification, calculation, and payment, placing significant strain on operational teams.
Minimising reputational damage
When communicating with your customers about the remediation process.
Why choose Version 1
Data remediation framework
Benefit from best practice approach to identification, containment, correction, and final reconciliation:
Remediation accelerators
Foundational IP that can be re-used and tailored to your project requirements to fast track your delivery.
Data remediation community
Benefit from best practices and emerging trends.
Our data remediation framework
Data remediation framework
Our framework encompasses the following areas, offering a structured approach to identification, containment, correction, and final reconciliation:
1. Discovery and health check
Identify source data and analyse quality; assess readiness and availability and establish clear data lineage and connection to facilitate successful and accurate downstream activities.
2. Product handling analysis
Analyse data against initial problem statement, identify additional handling issues and impacting factors that will influence downstream activity and refine problem statement.
3. Data centralisation
Centralise all relevant potentially impacted financial product information into repository that can information in a fashion.
Correction
Analyse source data problem statement impacted populations, lifecycles to identify and redress
Monitoring and Maintain transparency and accountability throughout the remediation, meeting regulatory requirements We are global leaders We are global leaders in this area
Data centralisation
relevant information on impacted products, related product and customer into a single data can ingest external clear auditable fashion.
Correction strategy data against refined statement to identify populations, rebuild product identify degree of impact information.
4. Customer communication and support
Ensure transparent, accurate communication with your affected customers, tailored to their unique situations.
5. Closure and transition to BAU
Manage tail activity and final closure reporting requirements. Ensure complete and seamless handover to business and process transition into BAU.
leaders in this area
and reporting
requirements and providing clear documentation and self-serve data quality and process progress dashboards.
1. Discovery and health check
Objective: Identify and assess the structure, availability and accuracy of critical data by building a thorough understanding of metadata configuration, data lineage and data quality to enable a seamless, compliant journey through all stages of the remediation cycle.
How we can help
Source data discovery
Conduct a deep dive discovery across all source data to understand data levels, data connections between sources and availability of critical data points.
Metadata deep dive
Conduct deep dive discovery on source metadata to ensure accurate understanding of structure, operations, and data constraints to enhance downstream data quality, improve data integration, and facilitate compliance with regulatory standards.
Data lineage and connections
Establish clear data lineage to understand origin, transformation and final state of data. Map connections between sources and systems to enable downstream centralisation.
Data quality assessment
Use data analytics to systematically validate data points to ensure accuracy, completeness, and consistency; defining appropriate data quality standards and optimal approach to corrections.
Accelerating success
• Metadata assessment checklist
• Data readiness framework
2. Product handling analysis
Objective: Define the initial impact and extent of the problem statement, identify any other related or unrelated issues that could influence remediation activity or require future separate remediation work and guide the business in problem statement refinement.
How we can help
Problem statement assessment
Use deep dive analytics to pinpoint problem scenarios and assess cause and impact of issue. Use findings and wide-net approach to capture all potential impacts, then refine as clarity improves.
Beyond problem health check
Conduct full assessment on problem financial product to identify other related or non-related issues in product management that could influence downstream remediation activity and may require alternative handling.
Targeted testing
Engage in negative and positive testing, including outlier analysis, to refine problem statement and inform population segmentation. This testing also helps highlight “near misses”.
Problem statement refinement
Collate findings and testing outcomes to advise on problem statement refinement, data and population constraints and input into Business Requirements Specifications.
3. Data centralisation and correction strategy
Objective: Centralise all critical information into updateable, auditable Master Data Repository that informs the entire remediation journey at customer and financial product level. Identify redress and correction requirements through account rebuild.
How we can help
Data centralisation
Connect and centralise all financial product and your customer detail into single, automatically updated Master Data Repository. Configure repository to be able to ingest and store information from external data tools and thirdparty services.
Third-party data enhancement
Engage with third-party services to support data enhancement including address verification, track and trace and customer status data e.g. deceased to ensure correct and compliant customer treatment.
Population identification
Assess extent of problem on financial products and segment your customers appropriately by severity of impact, and associated product and customer details. Identify unique cases or customer groups that may require alternate correction methods.
Financial product rebuild and redress
Rebuild financial products according to correct product handling to further enhance the accuracy of your customer segmentation. Build custom calculators to define redress values and define current ‘should be’ status of financial products.
Accelerating success
• Master data repository requirements
• Base calculator framework
4. Customer communication and support
Objective: Ensure transparent, accurate communication with your affected customers, tailored to their unique situation, full correction in favour of your customer and process progress transparency.
How we can help
Advisory support
Translate technical issues into understandable language and suitable materials for front-line staff to enable clear customer conversations and query resolution.
Identify and reach impacted customers
Work with the business to contact your affected customers, including those who may have changed status or details since the issue occurred. Engaging with third-party services e.g. letter generators where required.
Track remediation progress
Update Master data Repository with progress stages e.g. letter distribution, redress acceptance and processed payments, returned mail or uncontactable customers.
Regulatory reporting
Work with business to inform the correct content and data points required for internal and external regulatory reporting ensuring full visibility of correction progress.
Accelerating success
• Operational runbook
5. Closure and transition to BAU
Objective: Seamlessly integrate all remaining tail activities into BAU workflows and ensure a smooth transition of all knowledge, documentation and support models back to the business.
How we can help
Assess resource requirements
Work with the business to assess the skills and resources required to manage ongoing activities and schedules.
Knowledge and process transfer
Work with identified resources within BAU to handover ongoing activities, providing well documented user guides, training materials and hands on coaching.
Records management and high risk record transfer
Update, maintain and transfer High Risk Record
Inventory with associated file paths, access requirements and passwords to ensure availability of required project information, outputs and files and support ongoing auditability and regulatory reporting whilst maintaining compliance to data protection.
Lessons learned
Conduct full retrospective and lessons learned assessment to identify and transfer any best practice and processes to support future remediation activities.
Monitoring and reporting
Objective: Maintain transparency and accountability throughout the remediation process, meeting regulatory requirements and providing clear documentation.
How we assist our customers…
Evidence preparation
Document all actions, approaches, outcomes, and data decisions for audit readiness, ensuring no unintentional harm to your customers and full compliance to remediation requirements.
Ongoing management information
Produce suite of dashboards to report on all elements of the remediation journey from population volumes and customer segmentation to fully remediated population numbers.
Regulatory reporting
Build and collate method of circulating appropriate progress reporting at necessary frequency to comply with reporting requirements for internal and external parties.
Closure reporting
Prepare final closure reporting and ensure the remediation process is sustained in a business-asusual (BAU) capacity for long-term tracking.
Accelerating success
• Document templates e.g. business requirements document
• Dashboard templates
Our experience working with third parties
Our remediation experts have extensive experience working with a range of third-party services that are often essential for the remediation process. These services include address verification, customer track and trace, letter and cheque printing, and tax-related processes.
Providing
and timeliness.
By leveraging our expertise, we help ensure you use third-party services efficiently and effectively, improving the accuracy and success of your remediation efforts.
For example, Equifax submissions must be made by the previous Friday to be included in Monday’s processing, ensuring results are returned within six working days rather than two weeks.
Benefits of our services
regulatory compliance
confidence in both accuracy timeliness.
Mobilisation
We deliver results without placing additional strain on your teams.
Unlocking data from legacy systems
Expertise to access information trapped in legacy systems accelerating remediation.
Enrich fragmented or poor-quality data
Enabling precise calculations, seamless reconciliation, and compliance to mitigate risk.
Automation and process optimisation
Delivering faster and more cost-effective resolutions without compromising accuracy.
Customer-focused communication strategies
Ensuring compliance and protecting your reputation while maintaining customer confidence.
Remediation accelerators and customer success stories
Discovery and health check
Metadata assessment checklist
Ensures proper data management by identifying key metadata criteria, preventing data loss, governance issues, and remediation delays.
Data centralisation and correction strategy
Data readiness framework
Ensures data availability, structure, and compliance upfront, minimising delays, rework, and optimising data centralisation.
Data
centralisation and correction strategy
Master data repository requirements
Defines key data elements for customer and product information, ensuring accurate, centralised data from the start to minimise errors and delays in remediation.
Data centralisation and correction strategy
Base calculator framework
Provides pre-built financial calculation models for interest, payments, and arrears, enhancing speed, consistency, and accuracy in data remediation.
Customer communication and support
Operational runbook
A structured execution plan detailing key steps, responsibilities, and dependencies, saving planning time, accelerating corrections, and ensuring regulatory compliance.
Monitoring and reporting
Document and dashboard templates
Standardised templates and pre-configured dashboards streamline documentation, enhance transparency, and improve data tracking, saving time and ensuring stakeholder visibility.
Where have we done this before
Customer success stories
Case study 1
Customer mortgage remediation success for a prominent Irish banking provider
The bank discovered a mortgage overcharge issue, affecting their customers over twenty years. Regulatory pressure and legacy systems presented challenges, coupled with supplier change due to high costs and ineffective solutions. We transitioned activities within 4 weeks, established a new remediation plan, rebuilt processes, improved governance, guided strategic compliance, transitioned automated processes, and enhanced training materials for better data traceability, auditability, and performance.
Case study 2
Customer investment remediation successfor a prominent UK banking provider
The Bank was required to remediate a large volume of customers due to investment advice which didn’t perform to FCA standards. This was a multi-year remediation project, with a high level of scrutiny; a Skilled Person’s review of previous remediation activity had resulted in the project being placed on the regulator watchlist. We developed a data model for 164 million records, automating data flow for investment and customer data. Leading requirements gathering, we managed expectations and drove decisions. We addressed Skilled Person observations with strategies for population identification, detriment calculations, and customer sampling.
Paid out in customer redress with 10,000+ customers remediated within a 12-month time frame
Paid out in customer redress preventing millions in fines and avoiding reputational damage €10M+
Data records processed to define an impacted population of c.445k policies 164M
Regulator watchlist removal
demonstrating significant progress in customer fairness
Complimentary consultancy session
We are delighted to offer you a complimentary consultancy session to evaluate your compliance and data remediation readiness.
The outputs of this session are;
• Highlight potential compliance risks and opportunities to optimise ongoing processes
• Share recommendations to address key challenges to ensure your organisation is well-prepared and aligned with best practices
Contact us today to kick-start your remediation program success.
More resources
We have a wide range of transformational offerings, insights, webinars and more, tailored specifically for financial services.
Visit our website for further information on our customer remediation services or to contact us with your questions.
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