Help challenging unfair payday lending
Sometimes lenders approve loans that should never have been granted, or treat borrowers unfairly. We help you prepare a complaint and, if needed, a Financial Ombudsman Service submission — everything explained in plain English.
Book a free 15-minute chatHow we can help
- Reviewing payday loan agreements and account history
- Helping you set out an affordability complaint
- Preparing formal complaint letters
- Helping you request refunds of interest and charges
- Explaining and preparing a Financial Ombudsman submission
- Organising your supporting evidence
The details, in plain English
What a payday loan complaint is
A complaint that a lender treated you unfairly or didn't follow the rules. Many successful complaints involve loans that were unaffordable from the start.
Affordability checks
Lenders should reasonably check income, outgoings and existing debts before lending. We help you explain why you believe the lending may have been unaffordable — especially with repeated or rolled-over loans.
What you can ask for
Depending on the case: a refund of interest and charges, removal of fees, frozen interest, an affordable arrangement, or credit-file amendments.
If the lender rejects it
You can usually take the matter to the Financial Ombudsman Service — normally within 6 months of the lender's final response letter. We help prepare the submission.
What to gather
Strong, organised evidence makes everything easier. Where possible, it helps to have:
- Loan agreements
- Bank statements
- Payslips
- Benefit award letters
- Emails and correspondence
- Evidence of other debts at the time
What we don't do
We help you prepare and present your complaint. We don't give regulated debt or financial advice, or negotiate on your behalf.
Frequently asked questions
Can I complain about an old payday loan?
Possibly — depending on when the lending took place and when you became aware there may have been a problem.
Do I have to complain to the lender first?
Usually yes, before the Financial Ombudsman Service becomes involved.
Can I get interest refunded?
If the lender failed to carry out proper affordability checks, it may be possible to recover some or all of the interest and charges.
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