You can complain directly, for free
You do not need to use a claims management company or solicitor to make a complaint. You can complain directly to your lender yourself for free and, where eligible, take an unresolved complaint to the Financial Ombudsman Service free of charge. Using a paid representative may reduce the compensation you retain.
When might lending have been irresponsible?
Before lending to you, a lender should carry out reasonable, proportionate checks to make sure you could repay without undue difficulty. That means without missing other bills, falling behind on essentials or having to borrow again. A complaint may arise where credit was provided without appropriate checks and the repayments were unaffordable at the time.
Signs that may be worth looking at:
- you regularly had to borrow again, or from somewhere else, to make repayments
- you were given new loans, or credit limit increases, while already struggling or missing payments
- repayments left too little for rent, bills, food or other essentials
- the lender didn't ask about, or didn't check, your income and spending
Later money problems aren't proof on their own. If your circumstances changed after you took the credit, for example through job loss or illness, that doesn't automatically mean the original lending was irresponsible. What matters is what the lender knew, or should have found out, at the time it lent to you.
Types of credit
What a complaint can and can't do
If a complaint is upheld, a lender might, for example, refund some interest and charges, or correct information on your credit file. Outcomes vary from case to case and nothing is guaranteed.
A complaint won't cancel a debt you still owe, and it doesn't stop you having to make payments. If you're behind, keep talking to your lender. Free, confidential debt advice is available from MoneyHelper.
Time limits apply. 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 cause to complain, whichever is later.
What we'd need from you
- the lender's name and the type of credit
- roughly when you took it out, and whether you had more than one
- a broad picture of your situation at the time, such as other debts or missed payments
- whether you've already complained, had a decision, or have someone representing you
Don't worry if you don't have everything. Tell us what you know. Quickleap does not run a credit search when you send this enquiry.
What happens after an enquiry
Tell us about your situation
Choose motor finance or unaffordable lending and answer a few short questions.
We contact you
We go through your enquiry and explain what Quickleap can and cannot do within its permissions.
You decide what to do next
An enquiry does not confirm a claim or commit you to a paid service. You can stop at any point.
Quickleap does not assess the merits of your claim, give legal advice, investigate or handle claims.
Already complained or represented?
If someone is already handling a complaint about the same lending, we won't refer it again, because two firms could mean two fees. If the lender has already rejected your complaint, you may be able to take it to the Financial Ombudsman Service yourself, usually within six months of the lender's final response.