Catalogue and online shopping accounts like Very, Littlewoods, JD Williams, Simply Be, Jacamo and Studio let you buy now and pay later. They’re running credit accounts, so the provider had to check you could afford the limit and any increases.
Signs the lending was unaffordable
- Your credit limit kept going up
- You were only making minimum payments
- You had arrears or late payment fees
- You had several shopping accounts at once
- You were using buy now, pay later deals that rolled into interest
What could you get back?
If a complaint is upheld, the usual outcome is a refund of the interest and charges you paid on the lending that shouldn’t have been given, plus 8% simple interest a year on top, and any negative marks about that lending removed from your credit file. If you still owe money, the refund may be taken off the balance first.
How a claim works
- Complain to the lender. You, or a firm acting for you, write to the lender explaining why the lending was unaffordable.
- The lender has 8 weeks to send a final response.
- If you’re not happy with their final response, you usually have 6 months to take it to the Financial Ombudsman Service. If 8 weeks pass with no final response, you can go to the Ombudsman straight away. It’s free.
You can do all of this yourself: our free complaint letters show you how. Or, if you’d rather not, we can introduce you to a regulated firm that will handle it for you, for a fee.
Is there a time limit?
Usually you need to complain within six years of the lending, or within three years of when you realised (or should have realised) you had reason to complain, whichever is later. Lenders sometimes look at older complaints anyway, and the Ombudsman can decide whether a complaint is in time. If you’re not sure, it’s worth checking.
Lenders
Useful guides: affordability checks · how much compensation · refund calculator
Questions people ask
Can I complain about more than one catalogue?
Yes. Each account is looked at separately. Tick each one when you do your check.