We receive complaints from consumers about a range of credit products and services. If you’re involved in resolving complaints, this page sets out details about the complaints we see in this area and our general approach.
Our general approach to complaints about consumer credit
We receive complaints from customers about businesses who offer consumer credit products and services. This covers complaints about payday loans, the affordability of the lending, or being unhappy with the quality of goods bought or hired with credit.
We can also deal with complains about other types of lending, including mortgages.
We’ll look at the facts and circumstances of each complaint. We’ll listen impartially to both you and your customer when deciding what’s fair and reasonable in the circumstances. We’ll look at any supporting additional evidence and take into account any relevant laws, regulations and codes of practice. These may include the:
- Financial Conduct Authority handbook: consumer credit sourcebook (CONC)
- Consumer Credit Act 1974
- Consumer Protection from Unfair Trading Regulations 2008
- Consumer Rights Act 2015
Once we’ve considered everything, we’ll set out our findings explaining our decision and what needs to be done to put things right.
Complaints we deal with
To find out more about how we approach specific types of complaints, choose the relevant area below:
Business support and engagement
As well as resolving disputes, we also work with businesses to help prevent complaints. Our work gives us an insight into how complaints arise and how they might be avoided in the future. Find out more about the ways we share our knowledge and experience.
Businesses and consumer advisers can contact our technical desk for general information on how the ombudsman might look at a particular complaint, or for guidance on our rules and how we work.