Consumer credit

We receive complaints from customers about businesses who offer consumer credit products and services. This covers complaints about payday loans, the affordability of the lending, or being unhappy with the quality of goods bought or hired with credit.

We can also deal with complains about other types of lending, including mortgages.

We’ll look at the facts and circumstances of each complaint. We’ll listen impartially to both you and your customer when deciding what’s fair and reasonable in the circumstances. We’ll look at any supporting additional evidence and take into account any relevant laws, regulations and codes of practice. These may include the:

• Financial Conduct Authority handbook: consumer credit sourcebook (CONC)
• Consumer Credit Act 1974
• Consumer Protection from Unfair Trading Regulations 2008
• Consumer Rights Act 2015

Once we’ve considered everything, we’ll set out our findings explaining our decision and what needs to be done to put things right.

• How we resolve complaints
• Before we get involved
• Time limits for businesses
• What to send us when we're dealing with a complaint about your firm
• Look at our complaints data

Businesses and consumer advisers can contact our Business Support Hub for information on how the we might look at a complaint, or for guidance on our rules and how we work. We also work with businesses and other organisations to help prevent complaints.

If you’re a consumer looking for information on complaints about credit and borrowing money, you can read more about this on our dedicated information page for consumers or to make a complaint, find out more about how to complain.