Motor finance lenders are turning to agentic AI as they prepare for the operational demands of the FCA’s redress scheme, according to discussions held at two senior industry roundtables hosted by Nivo and Profexx Partners in London and Manchester.
The sessions brought together CEOs, COOs, compliance leaders and operations heads from across the motor finance market following the Supreme Court judgment and the publication of the FCA’s final rules. Across both roundtables, the message was that firms cannot afford to wait for every legal question to be settled before getting ready to deliver.
Instead, attention is now shifting firmly to execution, with lenders focused on how they will handle complaint volumes, customer communications, evidential checks, fraud risk and audit requirements at scale.
Dan Richards, CEO of Profexx Partners, said: “Final rules have moved the market from debate to delivery. Firms are now focused on execution, not theory. But alongside implementation, there was strong discussion at both roundtables about the continued threat from claims management company activity, including the potential for group or omnibus-style claims.
“The clear message from the room was that this is not only a big-lender issue. Small and medium-sized firms are just as exposed. Add to that the growing concern around fraud and financial crime risk, and it is clear that firms need delivery models that are robust, controlled and ready for challenge.”
The roundtables were held under the Chatham House Rule at The Farmers Club in London on 14 April and in Manchester on 17 April.
In response to those operational pressures, Nivo, the AI agent for lenders and brokers, and remediation specialists Profexx Partners have brought to market a fast-start remediation solution designed to help lenders manage high volumes of commission complaints and related redress activity without relying on large manual case teams, clunky customer portals or lengthy bespoke case management system projects.
Already deployed in the motor finance sector, the solution combines Nivo’s secure customer communication and workflow technology with Profexx Partners’ remediation expertise. It is designed to be quick to stand up, straightforward to connect into borrower data and capable of handling large operational volumes, with agentic AI case workers operating 24/7 as part of a supervised human team.
The service supports secure claimant outreach and updates, evidence and identity collection, eligibility and claim checking, approvals, bank detail capture and payout readiness, while maintaining a robust end-to-end audit trail across conversations, evidence, decisions and approvals.
Matthew Elliott, Chief Digital Officer and Co-Founder of Nivo, said: “Traditional remediation projects can be hugely resource-heavy, with high costs tied to manual case handling, process management and oversight. That is why this is such a strong use case for agentic AI. Used well, it can do the hard operational work at scale, while giving firms the control, visibility and audit readiness they need in a high-scrutiny environment.”
Richards added: “Nivo’s AI technology and case management capability are unlike anything we’ve seen before. It offers the right blend of quality, security and flexibility to deliver remediation to a very high standard, at speed and in a way that is cost-effective for firms under real operational pressure.”
