Making a complaint

If you feel a creditor is treating you unfairly, and you are unable to resolve the issue, you can make a complaint.

The first step is to write a letter to the creditor covering the following points:

Explain what you feel they are doing wrong, giving as much information as you can. Read the Office of Fair Trading (OFT) guidelines and refer to these in your letter if appropriate
Tell them what you would like them to do to put this right. Be realistic
Ask for a copy of their complaints procedure in writing so you can see how they will deal with your issue and how long it should take
State clearly that your letter is a complaint and that if they do not resolve it, you will contact the Financial Ombudsman Service
Ask them to stop any action while they investigate your complaint. The OFT guidelines state they should do this
Ask them to send all replies in writing only

Send this letter by recorded delivery and keep a copy of it for yourself. Keep copies of any replies you get from the creditor.

If you do not get a satisfactory response, you should take the matter further. If you need advice on selecting the right organisation to investigate your complaint further, please call our Helpline on 0800 138 1111.

FAQs

Who can I speak to if I have a complaint about a debt collection agency?

England and Wales > Creditor action > Debt collection agencies

To make a complaint about a debt collection agency you should complain to them directly in the first place.

You can also contact the original creditor to complain.

Collection agencies must have a consumer credit licence to trade, so if your complaint is not resolved within eight weeks it can be referred to the Financial Ombudsman Service who can investigate the matter on your behalf.

Many collection agencies are also members of the Credit Services Association who have their own complaints process.

Can trade organisations help if I want to make a complaint?

England and Wales > Creditor action > Debt collection process

In many cases, creditors will hold membership of one or more trade bodies who can help if you need to make a complaint.

Look at letters from the creditor and see if there are any trade organisations mentioned. The website of the trade organisation will often have a code of conduct or standards they expect their members to meet.

If you feel the creditor is not meeting these standards and you have not had a satisfactory reply to your complaint, you could contact the trade organisation. They may be able to help with their own complaints or investigation process.

Who can I inform if my complaint is not resolved?

England and Wales > Creditor action > Debt collection process

If you do not get a satisfactory reply after making a complaint, the best organisation to assist you will depend on the type of debt:

The Financial Ombudsman Service can help with most credit debts, insurances and savings
Consumer Direct can also help with many types of complaint
The Energy Ombudsman can assist with gas and electric complaints

There are many other organisations that can advise you. If you need further help finding a suitable organisation to help you, please contact us.

Some regulatory bodies such as the Financial Services Authority and Office of Fair Trading are not able to advise individual customers.