If you wish to make a complaint about your lender, you should raise this formally with them. We are not able to intervene in individual disputes between member firms and their customers.
FLA members are regulated by the Financial Conduct Authority (FCA), which sets out specific rules which firms must follow when dealing with complaints made by customers. These rules allow firms a maximum period of 8 weeks to investigate a complaint and send the customer a Final Response letter. This letter must explain whether or not the firm accepts the complaint and what action, if any, it intends to take.
If you have referred a complaint to your lender and have received a Final Response letter, but remain dissatisfied, you may be able to refer your complaint to the Financial Ombudsman Service (FOS) – so long as it arose after 6 April 2007 when the FOS started providing Ombudsman services for consumer credit.
For more information about making a complaint, visit the Financial Ombudsman