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A Black Horse spokesman said: “We are required to acknowledge every complaint that we receive. Currently, the best way to do this quickly is to issue a letter back to the claims management company, so it can be easily forwarded on.
“However, we always recommend that customers contact us directly via our website, where they will find all the information they need to raise a complaint with us directly.”
Lloyds Bank is understood to be working with Courmacs Legal to find a solution that would involve sending correspondence electronically.
In the meantime, the Blackburn-based law firm has invested in new machines to open and scan the letters, assign them to the correct file and notify the lawyer handling the case.
Mr Smith said: “What should be a process for slowing down the system, we cope with quite well, but that was an investment on our part to make sure we can deal with it.”
Courmacs Legal represents 1.3m consumers seeking compensation for mis-sold car loans. The firm operates a “no win, no fee” model and can take up to 30pc of rewards, capped at £10,000 per claim.
Claimant law firms have complained that some high street banks were refusing to provide all relevant information about commission arrangements with car dealerships.
Elizabeth Comley, chief operating officer of Slater and Gordon, said that lenders were “really dragging their heels” in supplying financial records that were needed before a driver could begin their compensation claim for mis-sold car loans.
She warned of a “massive backlog” as banks failed to answer so-called subject access requests.
The Financial Conduct Authority last week extended the time that motor finance companies have to respond to the surge in complaints.
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