A loan, credit card or buy-now-pay-later company treats me unfairly — who do I contact?
Every lender must have a complaints procedure and answer within a fixed deadline, so start there in writing. When they refuse, ignore you or the deadline passes, Financial Ombudsman Service (0800 023 4567) — the financial ombudsman for the UK — decides for free and the lender must follow. FCA — Consumer helpline / warning list (0800 111 6768) licenses lenders and takes complaints about unlicensed or predatory lending, hidden costs and unfair terms. Citizens Advice consumer helpline (0808 223 1133) helps with your rights as a consumer, such as the 14-day withdrawal from any credit agreement.
🗣️ What to say
"I make a formal complaint about agreement [number]. [The interest / fee / charge] was not disclosed clearly / is not in the contract / the payment plan was changed without my consent. I ask you to [refund / correct] within the legal deadline and to confirm in writing."
🪜 Step by step
- Complain to the lenderIn writing, with the word "complaint". They must answer within the legal deadline (often 15 working days, up to two months).
- Check the paperworkPre-contract information, total cost of credit, APR — missing or misleading information can make fees unenforceable.
- Withdrawal rightAny consumer credit can be cancelled within 14 days without reason, repaying only the capital and interest for the days used.
- Escalate to Financial Ombudsman ServiceFree, in writing, binding on the lender up to a limit. Attach the complaint and the answer.
- Unlicensed lender: FCA — Consumer helpline / warning listCheck the register. An unlicensed lender cannot enforce interest and may not enforce the loan at all.
📇 All contacts
❓ Frequently asked
Buy-now-pay-later counts as credit?
Yes since the 2023 consumer credit rules: same complaint rights, same ombudsman, and the fees must be disclosed up front.
They added a "late fee" I never saw
A fee not in the contract cannot be charged. Dispute it and complain; the ombudsman removes these routinely.
Can they take money from my account?
Only with a valid direct-debit mandate you gave. You can revoke the mandate at the bank and reverse unauthorised debits.
📎 Sources
- Financial Ombudsman Service →
- FCA — Consumer helpline / warning list →
- Citizens Advice consumer helpline →
- StepChange / Citizens Advice / National Debtline →
🔎 Common searches
Recognise your own search? The answer above covers all of these.
- “loan company complaint the UK”
- “financial ombudsman credit dispute”
- “credit card fee not disclosed refund”
- “buy now pay later complaint”
- “withdraw from credit agreement 14 days”
🧭 Is this still correct?
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