Can I complain about affordability?

Yes. If a lender gave you a loan without conducting proper checks to ensure you could afford the repayments, you can complain about irresponsible lending.

Can I complain about harassment?

Absolutely. Lenders and their debt collectors must follow strict rules regarding how and when they contact you. Excessive or aggressive contact is grounds for complaint.

Can I request call recordings?

Yes, you can request copies of call recordings and internal account notes using a Data Subject Access Request (DSAR) under data protection laws.

What if the lender sold the debt?

You can still complain to the original lender regarding how the loan was sold or managed, and you can complain to the new debt purchaser about their collection methods.

Can I complain about a personal guarantee?

Yes, especially if the lender misled you about the nature of the guarantee or failed to follow proper procedures when calling it in.

Procedural Insight

How Do I Complain About A Lender?

Learn how to complain about lender conduct, affordability issues, pressure and unfair treatment.

The Direct Answer

A complaint about a lender should explain what the lender did, why you believe it was unfair and how it affected you. Common lender complaints involve affordability, pressure, misleading information, unfair collections, missing documents or poor treatment of vulnerable customers.

Detailed Explanation

A complaint about a lender should clearly explain what the lender did, why you believe their actions were unfair, and how their conduct affected you financially or emotionally. Lenders are heavily regulated and must adhere to strict codes of conduct, particularly regarding affordability checks and the treatment of vulnerable customers.

Common complaints include irresponsible lending (where the lender failed to check if you could afford the loan), aggressive collections pressure, misleading information at the point of sale, or poor management of personal guarantees. If you informed the lender that you were experiencing financial difficulties or mental health issues, they have a regulatory duty to treat you with forbearance and offer reasonable breathing space.

When making your complaint, rely on evidence. Ask for your call recordings or account notes by submitting a Data Subject Access Request (DSAR) if the lender disputes what was said on the phone. Clearly state the outcome you expect—whether it is writing off unfair interest, removing negative marks on your credit file, or providing a payment holiday.

Common Mistakes

When dealing with complex procedures, panic or lack of clarity can lead to errors. Here are the most common mistakes people make:

Only saying 'this is unfair' without evidence
Not explaining the lender's conduct clearly
Not keeping personal call records or dates
Failing to ask for DSAR information when evidence is missing
Not asking for a specific remedy

Readiness Checklist

Preparation Checklist

Track your progress before taking action.

Do you have the loan agreement?

Do you have emails or call notes?

Did the lender know you were struggling?

Were you pressured by collections staff?

Did you ask for breathing space?

Frequently Asked Questions

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Article Author

Jeff Harris

Senior Adviser, Litigancy

Over 35 years' experience across finance, business, property and complex disputes. Today Jeff combines real-world experience with Alfred to help people understand complicated situations and make better decisions.

Published: January 2024•Updated: June 2024