Affordability complaints: the free direct route
This guide covers England and Wales
The short answer
If you think lending was unaffordable or unfair, you can complain to the lender yourself for free. The outcome depends on the evidence; difficulty paying does not automatically prove a complaint will succeed.
The Financial Ombudsman looks at whether checks and treatment were fair and reasonable. A later change in circumstances and unaffordable lending at the start are different questions.
In an IVA, bankrupt or previously bankrupt? Compensation may belong to creditors. Ask your supervisor, trustee or a qualified adviser before signing a paid claims agreement.
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Editorial responsibility: IVAs & Bankruptcy — how we check and correct information.
This is information only. We do not check eligibility, collect claim details, draft a claim, match you to a firm or sell referrals.
Complain to the lender first
Explain what happened, which agreement you mean and why you think the lending or treatment was unfair. Keep a copy. You do not need to send documents to us.
- Find the agreement and relevant lender letters.
- Keep statements or other evidence showing the situation at the time.
- Keep the complaint date, final response and any stated referral deadline.
Responses and time limits
For most complaints, a lender has 8 weeks to respond. If you are unhappy with the final response, or no response arrives when due, the Financial Ombudsman may be able to help. Its service is free.
You usually have 6 months from the lender’s final response to refer a complaint to the Ombudsman. Other eligibility and time limits also apply, with some exceptions. Read the current rules and your response letter. Car finance scheme cases can have different arrangements.
A complaint is not a promised payout
The Ombudsman considers the agreement, checks, circumstances and evidence. Redress can involve correcting an outstanding balance rather than paying money to you. A balance may still remain.
If repayments are difficult now, contact the lender and get free debt advice as well. Do not stop repayments because a complaint has been made without discussing your situation with the lender or an adviser.
What to do next
Free, independent debt advice
These services are free. They will not judge you, and they can look at your whole situation.
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Related guides
- Car finance complaints: status and free routeRead the FCA’s current car finance complaint position, the free lender route and insolvency warnings. No claims eligibility check or referral service.
- Complaints and compensation: where to startHow to complain for free about car finance, why you may not need a claims company, the state of the FCA scheme, and a warning if you are in an IVA.
- Find free debt and housing helpFree, independent debt advice and urgent housing help in England and Wales: StepChange, National Debtline, Citizens Advice, Shelter and more.