NTT DATA unveils digital claims platform for UK auto lenders
NTT DATA has launched a new digital platform designed to enable UK banks and lenders to manage a large number of redress claims as the financial sector faces heightened scrutiny over the alleged mis-selling of motor finance agreements.
The launch follows ongoing deliberations by the UK Supreme Court on the Financial Conduct Authority's (FCA) ruling regarding hidden commission in motor finance deals. This process could result in compensation payouts totalling billions of pounds.
NTT DATA has developed the Digital Automated Remediation solution in collaboration with Lightico and WSN Consulting. The platform focuses on intelligent automation, regulatory compliance, and operational delivery to process claims with greater speed and transparency.
Industry context
The FCA's probe into hidden commissions has placed the sector under pressure. Should the Supreme Court uphold the FCA's decision, automotive lenders could be required to pay substantial sums in compensation to affected consumers. Institutions are therefore seeking effective ways to respond to what may become a large-scale remediation exercise.
Platform details
The new solution draws on NTT DATA's experience running large redress programmes, including those related to Payment Protection Insurance (PPI). It is designed as an integrated technology and operations model, aimed at efficiently handling significant volumes of claims.
Utilising Lightico's AI-powered customer journey orchestration technology, the platform enables consumers to upload documentation, verify their identity, eSign required forms, and follow the progress of their claims digitally in real time. At the same time, artificial intelligence is used to classify, extract, and validate submitted materials, aiming to increase both speed and accuracy while reducing manual intervention.
"We know this is an incredibly sensitive and uncertain time for both lenders and their customers. Our goal was to build a system that takes the complexity out of remediation – giving financial institutions a solution that's fast, secure, and designed with empathy and accountability at its core," said Andy Nelson, Head of Banking & Financial Markets at NTT DATA UK&I.
The platform's architecture is designed to be flexible and API-first, enabling it to integrate quickly with existing systems used by banks and lenders. The interface is suitable for both agent-assisted and self-service claimant journeys.
"Financial remediation is fundamentally about restoring customer confidence. Our collaboration with NTT DATA goes beyond technology – we've designed a solution that transforms a potentially stressful process into a transparent, user-centric experience. Every digital interaction is engineered to provide clarity, reduce anxiety, and rebuild trust between financial institutions and their customers," said Zviki Ben-Ishay, Chief Executive at Lightico.
Oversight and compliance
Instantaneous digital feedback is available within the platform, with provision for complex cases to be escalated seamlessly to human experts through a 'human-in-the-loop' workflow. This aims to support both efficient processing and precision in case management. The system is intentionally designed to be configurable in response to changing regulatory conditions. When combined with governance advice from WSN Consulting, it offers a scalable, end-to-end approach.
"Remediation programmes succeed or fail on how well they're governed. We're here to make sure there's a solid framework around the process - clear rules, consistent execution, and real accountability. That's how you deliver outcomes regulators can rely on, and customers can feel confident in," said Gary Keane, Partner at WSN Consulting.
Sector impact
As regulatory, investor, and public attention remains focused on how UK auto lenders and banks handle potential redress, industry experts consider that the adoption of digital and automated processes for claims handling could play a significant role in shaping trust in the sector's long-term response.
