How it Works

We’re here to help you take action – with expert information, templates, and tools to guide your own complaint - all completely free.

Step 1: Spot the problem

Learn how to identify whether you were given unaffordable credit, especially where gambling may have affected your finances.

We explain the key warning signs lenders should have spotted - and how to assess your own situation using your bank statements.

Step 2: Build your complaint

Use our expertly crafted letter templates or our automatic letter generator to create a personalised complaint.

You'll then send this directly to the lender - asking them to explain their decision and respond formally to your concerns.

Step 3: Escalate if needed

If the lender rejects your complaint or doesn’t respond within 8 weeks, you can escalate it to the Financial Ombudsman Service (FOS).

This step is similar to writing to the lender - you’ll explain what happened and share your complaint letter and any supporting documents.

Your refund - what to expect?

If your complaint is upheld, you’ll typically receive a refund of all interest, fees, and statutory interest added to your lending.
- First, any refund is used to reduce any outstanding balance you still owe.
- If there's anything left after that, it’s paid directly back into your account.
We’ll be at you side throughout the process in dealing with the lender and Ombudsman - making it as easy for you as possible.

Our services are 100% free.
If we’re able to settle your case with your bank we could get your money back within 15 days.
If the bank refuses to refund you, we’ll need to take your complaint to FOS. Once it’s with FOS, timelines can vary widely. It can take anywhere between a few weeks to a couple of years.
This can depend on whether you’ve complained to your bank already, or if your bank agrees to refund all the money you lost without needing to go to FOS. (Your case will be resolved much quicker if we don’t need to involve FOS).
If your complaint is upheld, the standard compensation is a refund of all interest and charges added to your lending.
- First, any refund is used to reduce any outstanding balance you still owe.
- If there's anything left after that, it’s paid directly back into your account.