Financial Ombudsman Service sets ambitious targets for case resolution in 2025/26
3 April 2025
We will address significant demand and improve the efficiency of our case resolution processes, according to plans for the year ahead published today.
Information for customers of Everyday Lending, Everyday Loans, George Banco and Trust Two
We are aware that a scheme of arrangement is being proposed for creditors of Everyday Lending Limited, which will also include customers of Everyday Loans, George Banco and TrustTwo.
Latest update: June 2023
Everyday Lending’s proposed scheme of arrangement with its creditors has now been approved by the court.
The scheme affects customers with complaints about unaffordable lending for loans approved on or before 31 March 2021, or for any other complaint about an event that happened on or before 31 March 2021.
Where there is a creditor and court-approved scheme like this one, consumers will be able to make a claim for redress directly through the scheme. So, it wouldn’t be appropriate for us to consider complaints further. We’ll be writing to consumers to explain the next steps.
Complaints we can continue to look at
We can continue to investigate the following complaints as they’re not covered by the scheme:
- complaints that were referred to our service before 17 March 2023, even if the loan was taken out before 31 March 2021, or the being complained about happened before 31 March 2021
- complaints about unaffordable lending were the loan was approved after 31 March 2021
- complaints that are not related to unaffordable lending where the event being complained about happened after 31 March 2021
All other complaints should be referred directly to NSF. More information can be found on NSF’s website.
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The scheme affects customers with complaints about unaffordable lending for loans approved on or before 31 March 2021, or for any other complaint about an event that happened on or before 31 March 2021.
It won’t affect complaints referred to us before 17 March 2023, so we are continuing to progress those complaints for now.
If the scheme is approved by creditors and the court, customers with complaints will be able to make a claim for redress directly through the scheme. Until then, the firm is not currently in a position to pay any redress awards we make, even if we were to assess the complaint and instruct it to provide compensation. If the scheme is rejected by creditors or the court, the firm has indicated that it would become insolvent and would be unable to pay any redress awards we make.
In these circumstances, we’re not progressing complaints further or taking on any new complaints affected by the scheme. We’ll be contacting consumers whose complaints are affected by the scheme to let them know the next steps.
We will make further decisions about new and existing complaints in light of any further developments.
More information can be found on NSF’s website.
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