This page contains information about our general approach to complaints about logbook loans. If you’re looking for information specifically in relation to Covid-19, please look at our dedicated page that contains information for consumers about complaints in relation to Covid-19.
What’s a logbook loan?
This is when you take out a loan and use your car as security for the money you’ve borrowed. The amount you can borrow depends on the value of your car.
You can still use your car, but the lender takes ownership of it from the start of the loan, until you’ve paid the money back. If you don’t pay back the full amount the lender can take your car away and sell it.
When you take out a logbook loan, you’ll usually sign two agreements:
- a personal loan agreement - this has information about how much you’ll borrow, the charge for credit and how you’ll repay the money
- a bill of sale agreement - this transfers the legal ownership of your car to the lender until you’ve paid the loan in full
You’ll usually need to show your vehicle logbook to the lender to prove that you’re the registered keeper and show that you’re insured to drive the car.
Types of complaint we see
We sometimes hear from consumers who tell us:
- They weren’t told the right information about how the loan works when it was sold to them
- The business that sold them the loan didn’t check thoroughly to see if they could afford to pay the loan back
- The lender unfairly added fees and charges to the loan
- They’re having difficulties paying back the loan and the business isn’t helping
- Their car has been taken away by the lender
- They had personal possessions in the car before it was taken away by the lender and have been unable to get them back
A lot of the complaints we see about logbook loans are from customers who took out the loan agreement. But we also get complaints from consumers who are being chased for payment of a loan because they bought a car with someone else’s logbook loan attached to it. We may be able to look at these types of complaint.
You can contact us if you want to discuss it further and we can tell you how we might be able to help.
What we look at
We look at each case on an individual basis. We'll take in to account relevant rules and guidance produced by the regulator, law and industry good practice, and decide what a fair outcome is for the particular situation.
How to complain
You will need to talk to the business first, as they need to have time to put things right. They have to give you their final response within eight weeks for most types of complaint. If you’re unhappy with their response, or if they don’t respond let us know.
Find out more about how to complain.
Putting things right
If we find the business has done something wrong or not treated you fairly, we can tell it what to do to resolve the complaint. This could be changing the amount you owe, refunding you money, making arrangements so you can pay things back more easily or paying you compensation for what has happened.
What we ask a business to do, and the amount of compensation we ask it to pay would depend on the particular facts of your case.
My lender has said it'll take my car, because I can't afford to repay my logbook loan
Detailed information for businesses
Businesses can find out more in our detailed information about handling complaints about logbook loans.