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Missed a Buy Now Pay Later Payment
If you miss a buy now pay later payment, the firm must contact you and explain what it means. If you are struggling, contact your lender early: under the FCA rules that apply to buy now pay later since 15 July 2026, it must provide support. Free debt advice is available through MoneyHelper.
At a Glance
Guide Disclaimer
Free guide only. This is a regulated financial matter, so we give free information and letter templates here but do not take these on as cases. We cannot tell you whether you are eligible for a refund or compensation.
CPUK is not authorised or regulated by the Financial Conduct Authority and is not a claims management company.
Your Rights
What the rules say, with a link to the official source for each.
Missed Payments
Missed Payments
If you miss a payment, the firm must contact you and explain what it means. If you are struggling, contact your lender early, as it must provide support under the rules. source
Affordability Checks
Lenders must check that you can afford to repay before you take out an agreement, and tell you before you agree the amount you will borrow, when and how much you will repay, the late fee, and your rights and protections. source
It Is Now Regulated
The FCA has regulated 'deferred payment credit', often called buy now pay later, since 15 July 2026. It is interest-free credit repayable in 12 or fewer instalments over 12 months or less, and it is regulated when the lender and the seller are different businesses. source
Older Agreements
Agreements taken out before 15 July 2026 remain unregulated, and buy now pay later offered by the same business that sells you the goods is not regulated. source
Complaints
If You Are Unhappy
If you are unhappy with how a lender treated you, ask it to put things right first. If you are still unhappy, you can complain to the Financial Ombudsman Service. source
Checking a Lender
You can check a lender is authorised using the FCA Firm Checker. It should have permission to lend you money on an unsecured basis. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 15 Jul 2026Buy now pay later regulated by the FCAFor agreements taken out from 15 July 2026
- 8 weeksFinancial Ombudsman complaintsLender has 8 weeks for most complaints, then you have 6 months from the final response
Steps to Take
Step 1 of 5
Contact your lender as soon as you know you cannot pay, and ask what support it can offer.
Step 2 of 5
Check when you took out the agreement: from 15 July 2026, most buy now pay later is regulated.
Step 3 of 5
Get free debt advice through MoneyHelper if you have other debts too.
Step 4 of 5
If you are unhappy with how the lender treated you, complain to it in writing. Our free letter templates can write it for you.
Step 5 of 5
If you are still unhappy, complain to the Financial Ombudsman Service.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Lender's Complaints Team
Always start here, in writing, and ask it to put things right.
Financial Ombudsman Service
After 8 weeks with no final response, or if you are unhappy with it. Refer within 6 months of the final response.
MoneyHelper Debt Advice
You are struggling with debt. Use the Debt Advice Locator to find free local advice.
Good to Know
Small things that make your complaint stronger.
Buy now pay later offered by the same business that sells you the goods is not regulated.
Want Help?
We do not take these complaints as cases, but our free letter templates can write your complaint for you, and the Financial Ombudsman Service is free.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- fca.org.uk/consumers/buy-now-pay-later Checked 12 October 2026
- financial-ombudsman.org.uk/consumers/complaints-can-help/expect/time-limits Checked 12 October 2026
- moneyhelper.org.uk Checked 12 October 2026