Based on a survey of 2,000 UK motorists, this article reveals why trust in motor finance is slipping and why transparency now matters more than ever.

Published: 08 June 2026
Authors: Wayne Gibbard & Mitch Barltrop

Motor finance still works for most customers, but trust is declining. Based on a survey of 2,000 UK vehicle owners our latest report, produced in partnership with FTI Consulting, highlights a growing disconnect between strong customer experience and weakening perceptions of fairness. For firms operating in this space, this marks a clear inflection point: transparency is no longer optional.

Motor finance is at a tipping point.

For years, it has been a cornerstone of vehicle ownership in the UK: widely used, broadly understood and, on the surface, effective. But today, scrutiny is intensifying. Regulatory pressure is growing. Media coverage is shaping public opinion in real time. And most importantly, consumer expectations are shifting.

Strong experiences vs. fragile trust

The report reveals a market defined by a clear and uncomfortable tension. On one hand, customer experience remains strong: nine in 10 users say their motor finance agreement met their needs and financial circumstances. On the other, trust is falling, with 40% of customers reporting that their trust in providers has declined over the past three years.

This gap between experience and perception is where the real challenge lies.

Dig deeper, and the tension sharpens. 41% of customers now believe their agreement was unfair in hindsight, despite many reporting initial satisfaction. A significant proportion have already, or plan to, pursue compensation. This is not simply a question of historic conduct: it is a live and evolving risk, shaped by what customers are learning after the fact.

The drivers are clear. Customers point to a lack of transparency around commissions, fees and key terms as the root of their concerns. And those concerns are not forming in isolation. Media and political debate is playing a powerful role too, with over a third of consumers saying recent coverage has reduced their trust in providers.

The new battleground: Transparency

Despite that, consumers do not expect to step away from motor finance altogether. Instead, they are becoming more active, more informed and more demanding. Nearly three quarters (73%) say they will review terms more closely, and more than half (60%) expect to shop around more before making their decision.

For firms operating in this space, the message is clear: transparency is now a decisive differentiator. That means clearer pricing, full disclosure of commissions and simpler, more understandable products.

Those who respond decisively to that challenge have an opportunity – not just to manage risk, but to rebuild trust and strengthen long-term relationships with their customers.