Credit and borrowing money

If you have a complaint about a business that provides consumer credit – such as a payday loan, or home credit business – we can help.

How we handle complaints about credit and borrowing money

Every year we receive complaints from consumers about businesses who offer credit products and services. Consumer credit covers a wide range of credit, lending and borrowing – for example, payday loans, debt collection, home credit and catalogue shopping. We look at complaints about other types of lending and borrowing too, like mortgages.

We’ll look at the facts and circumstances of each complaint. We’ll listen impartially to both parties when deciding what’s fair and reasonable in the circumstances. We’ll take into account any relevant laws, regulations and codes of practice. And we’ll look at any supporting additional evidence, which may include reports from third parties or independent experts.

Once we’ve considered everything, we’ll set out our findings, explaining whether we think the business has treated you fairly, or not. If we think the business has treated you unfairly, we’ll set out what we think needs to be done to put things right.

Complaints we see

Car finance

Find out if we can help you with your complaint about car finance.

Credit broking

Common complaints about credit broking and how we handle them.

Debt collecting

How to complain about a problem relating to debt collecting.

Financial difficulties

How we can help if you have a complaint about the way a financial business has treated you while you’re facing financial difficulties.

Goods and services bought with credit

Section 75 can protect consumers when buying goods and services using certain types of credit. It applies to many purchases, for example a new kitchen, flights or a car. Find out more about when it applies, how your credit provider might be able to help and how we can help if you have a complaint.

Guarantor loans

Find out more information about what we look at when we deal with complaints about guarantor loans.

Home credit

How we can help if you’ve got a complaint about home credit or a doorstep loan.

Logbook loans

Find out if we can help you with your complaint about a logbook loan.

Payday loans, and other short-term lending

Find out how we can help if you have a complaint about a payday loan.

Unaffordable lending

Find out more information about what we look at when we deal with complaints about unaffordable lending.

How to complain

Bringing a complaint to us is straightforward and won’t cost you anything. Find out more about our process in making a complaint to us.

How long it takes

It’s currently taking longer than we’d like to allocate cases to our case handlers for investigation.

For most types of credit and borrowing money complaints including car finance, it takes around 5 months for us to allocate cases. It may take around 9 months if your complaint is about a particularly complex area.

We’re working hard to reduce this wait time, so you may hear from us sooner than this.

Find out more about when you can expect to hear from us once we’ve started to investigate your complaint.
If you’re facing financial hardship or severe ill health, please let us know.
If you’re experiencing financial difficulties, you may also find the Money Advice Service website useful, it contains a list of online debt advice services where you can get immediate and personalised help.

Information about Covid-19

For guidance specifically about Covid-19, please look at our dedicated page that contains information about complaints in relation to Covid-19.

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