All FAQs

People contact us with a range of complaints about early repayment charges - whether they're saying they weren't told about a charge, or they feel the charge is unfair.

When we look into complaints about early repayment charges, we consider things like how the charges were explained - and whether they've been applied fairly.

If something's gone wrong, we'll consider whether someone's lost out as a result - and what the business needs to do to put things right. This could mean refunding some or all of the charge.

There's more information about our approach to early repayment charges on our website - and you can find case studies in our newsletter, Ombudsman News.