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Free complaint letters

You don’t need anyone’s help to complain. Copy one of these, fill in the gaps and send it to your lender.

How to complain yourself

  1. Find the lender’s complaints email or address. It’s usually on their website, often in the footer under “complaints”.
  2. Copy the letter below, fill in the parts in [brackets], and send it. Keep a copy and note the date.
  3. The lender has 8 weeks to send you a final response.
  4. If you’re not happy with it, or they don’t reply, take it to the Financial Ombudsman Service. You have 6 months from their final response. It’s free.

Unaffordable lending

Dear Sir or Madam,

Complaint: unaffordable lending
Name: [your full name]
Date of birth: [date of birth]
Address: [your address, and any previous addresses while you had the account]
Account or loan numbers: [if you have them]

I am complaining that you lent to me irresponsibly. You did not carry out reasonable and proportionate checks to make sure I could afford to repay [the loans / the credit card and its limit increases] without difficulty. If you had, you would have seen that I was [already in debt to other lenders / regularly borrowing to repay other borrowing / missing payments / struggling to pay my bills].

Please refund the interest and charges I paid on the lending that should not have been given, with 8% simple interest a year, and remove any negative information about this lending from my credit file.

Please also send me a copy of the information you used to decide to lend to me.

I look forward to your final response within 8 weeks.

Yours faithfully,
[your name]

Car finance

Dear Sir or Madam,

Complaint: car finance commission
Name: [your full name]
Address: [your address, and the address you had when you took out the finance]
Agreement number: [if you have it]
Car and approximate date of the finance: [make, model, month and year]

I am complaining about the car finance agreement above, which was arranged by [dealer name]. I was not told about the commission paid to the dealer or how it was worked out, including whether the dealer could set my interest rate.

Please confirm whether commission was paid, how much, and whether this agreement is covered by the FCA’s motor finance compensation scheme, and tell me what compensation I am owed.

Yours faithfully,
[your name]

For car finance, see our car finance page and the FCA’s car finance pages for where the compensation scheme stands.

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