Our approach to complaints

People contact us with a range of complaints about payday loans - whether they tell us the loan was too expensive, or they're unhappy about charges being applied.

When we look into complaints about payday loans, we consider things like whether the lender made any charges clear - and whether someone could afford it in the first place.

If we decide something's gone wrong, we'll also consider whether someone's lost out as a result - and what the business needs to do to put things right. This could mean refunding unfair charges or agreeing a reasonable repayment plan.

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

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