Guides › Debt and Buy Now Pay Later › Loan I Could Not Afford: Complaining About Lending
Loan I Could Not Afford: Complaining About Lending
Lenders must make reasonable and proportionate checks before lending, enough to decide whether you could repay without too much trouble. If they did not, the Financial Ombudsman may tell the lender to refund interest and charges and remove negative entries from your credit file. Complain to the lender first.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Unaffordable Lending
What Lenders Should Do
Lenders should carry out reasonable and proportionate checks before lending, enough to make a reasonable decision on whether you could repay without too much trouble. The Ombudsman looks at the amount, total repayable, payment size and length, and what the lender knew about your finances. source
Putting It Right
If a loan was repaid, the lender may be told to refund interest and charges, with interest, and remove adverse information from your credit file. If a balance remains, interest and charges may be removed and any overpayment refunded. Talk to your lender first; it has eight weeks to respond. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 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
List the loans or credit you think were unaffordable, with dates and amounts.
Step 2 of 5
Gather bank statements from when you applied, showing your income and other debts.
Step 3 of 5
Complain to the lender in writing. We do not take insurance or banking complaints as cases, but our free letter templates can help you write to the firm.
Step 4 of 5
If you are struggling now, ask the lender for help and get free debt advice.
Step 5 of 5
After 8 weeks, or a final response, go 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.
You do not need a claims company: complaining to the lender and the Ombudsman is free.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
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: 13 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
- financial-ombudsman.org.uk/consumers/complaints-can-help/credit-borrowing-money/unaffordable-lending Checked 13 October 2026
- 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