All FAQs

People contact us with a range of complaints about unaffordable lending and financial hardship - whether they feel their lender isn't treating them fairly, or they think they shouldn't have been lent to at all.

When we look into these kinds of complaints, we consider things like whether the business has treated their customer positively and sympathetically - and how affordable the lending was in the first place.

If we decide someone's been treated unfairly, 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 agreeing a reasonable repayment plan, or paying compensation.

There's more information about our approach to unaffordable lending and financial hardship on our website - and you can find case studies in our regular newsletter, Ombudsman News.

And if you've got any other questions, get in touch.