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By completing a simple questionnaire you can find out whether your Credit Agreement complies with the law – It may be invalid and you might be entitled to compensation.

  
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the law

Quote made by Lord Justice Clarke (McGinn v Grangeworth Scurities Limited (2002))

"These appeals raise a number of issues under the Consumer Credit Act 1974 ("the Act") which has recently provided so much work for the Court. Like others, this case demonstrates the unsatisfactory state of the law at present. Simplification of a part of the law which is intended to protect consumers is surely long overdue so as to make it comprehensible to the layman and lawyer alike. At present it is certainly not comprehensible to the former and is scarcely comprehensible to the latter."

THE FINANCIAL OMBUDSMAN SERVICE

Making a complaint

the first steps, If you're unhappy with a financial product or service, get in touch with the business you think is responsible – and tell them about the problem. Give them the chance to look into your complaint. In most cases, the business should be able to sort things out for you.

Here are some hints to help you complain effectively to the business – and details of what to do next if you remain unhappy.

Complaining to the business

  • Try first to contact the person you originally dealt with. If they can't help, say you want to take matters further. Ask for details of the official complaints procedure and find out who will be handling your complaint.
  • It's usually best to put your complaint in writing. If you phone, ask for the name of the person you speak to. Keep a note of this, with the date and time of your call - and what was said. You may need to refer to this later.
  • Try to stay calm and polite, however angry or upset you are. This will help you to explain your complaint as clearly and effectively as possible.
  • If you are putting things in writing, write "complaint" at the top of your letter. And make sure you include important details like your customer number or your policy or account number.
  • Keep your letter short and to the point. Set out the facts clearly and in a logical order. Say why you're not happy and what you want the business to do about it. This will make it easier for them to look into the problem and sort things out.
  • Enclose copies of any relevant paperwork that you believe backs up your case. Keep a copy of any letters between you and the business. You may need to refer to them later.

If you're not sure who to complain to the Financial Ombudsman will normally contact the right person for you telling them that you have a complaint they need to look into. Contact the Ombudsman

Also see Alternative Dispute Resolution

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