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Last updated:
18/10/2018

How can I complain?

  1. Overview
  2. Can a bank lend to me when I am unwell?
  3. What does ‘capacity’ mean?
  4. Free help is available
  5. What should banks do to protect me?
  6. What can I do if I have a debt I cannot pay?
  7. How can I complain?
  8. Can I return things I bought when I was unwell?
  9. Next steps

If you are not happy about the way you have been treated by a lender, you can complain. Get advice if you think your contract is invalid because you lacked capacity to enter into it. You can get free advice from:

Citizens Advice Bureau

CABNI provide free, confidential advice and support. You can contact their free Helpline.

Telephone: 0800 028 1881 
(Monday to Friday 8am to 6pm)

You can contact the Belfast Head Office to enquire about face-to-face advice in one of the local CAB offices.

Telephone: 028 9023 1120

Email via website: https://www.citizensadvice.org.uk/nireland/

StepChange

StepChange provide free, confidential advice and support to anyone worried about debt. You can contact them over the telephone or online.

Telephone: 0800 138 1111 
(Monday to Friday 8am to 8pm and Saturday 8am to 4pm)

Email via website: www.stepchange.org/Contactus/Sendusanemail.aspx

Website: https://www.stepchange.org/DebtadviceinNorthernIreland.aspx

Advice NI

Advice NI provide free telephone debt advice.

Telephone: 0808 801 0665 
(Monday to Wednesday 9.30-3.30)

Website: https://www.adviceni.net/advice/debt

Complain in writing

Your lender should have a complaints procedure. They should give you a copy of it if you ask for one. Lenders usually need you to complain in writing. When you write your complaint email or letter clearly mark it with the word 'complaint'.

Explain:

  • What has happened,
  • Why you can't repay the loan or borrowing facility, and
  • What you want your lender to do as a result of your complaint. 

It will help to include any evidence that you lacked capacity at the time you took out the borrowing facility. You might be able to get evidence from a mental health or medical professional such as your GP, a social worker, a support worker or your community psychiatric nurse (CPN).

It will help to include any evidence that you lacked capacity at the time.

Once you have finished your email or letter, keep a copy for your records. If you send a letter recorded delivery then you can prove the lender got it.

Your lender should deal with your complaint within 8 weeks. If you are not happy with the response, you can ask the Financial Ombudsman Service (FOS) to look at the complaint for you. The FOS will investigate and they can tell the bank how to resolve the problem. You can contact the FOS at:

The Financial Ombudsman Service

The UK's official expert in sorting out problems with banks, insurance, PPI, loans, mortgages, pensions and other money and financial complaints.

Address: The Financial Ombudsman Service Exchange Tower London E14 9SR

Website: www.financial-ombudsman.org.uk

Phone: 0300 123 9 123 or 0800 023 4567

Text: 07860 027 586 and receive a call back

Email: complaint.info@financial-ombudsman.org.uk

Ask your lender if they are a member of a trade association. If they are, you can also send your complaint to the trade association.

 

 

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Within this subject

  1. Overview
  2. Can a bank lend to me when I am unwell?
  3. What does ‘capacity’ mean?
  4. Free help is available
  5. What should banks do to protect me?
  6. What can I do if I have a debt I cannot pay?
  7. How can I complain?
  8. Can I return things I bought when I was unwell?
  9. Next steps
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