You are here

3 in 4 payday loans could have cause for complaint to Ombudsman

The Citizens Advice service across the UK urges payday loan customers to fight back against unscrupulous lenders.

Three in four payday borrowers who got advice from the Citizens Advice consumer service had been treated unfairly by their lender and could have grounds for an official complaint to the Financial Ombudsman Service, says the national charity.

Citizens Advice’s in depth analysis of 665 payday loan cases, reported to its consumer service between 1 January and 30 June 2013, finds that at least 76% could have grounds for an official complaint to the Financial Ombudsman including:

  • 1 in 5 were possible cases of fraud – where a person was chased for a loan they hadn’t taken out.
  • More than a third involved issues with continuous payment authorities including money that was not authorised to be taken.
  • 12% involved harassment whereby lenders pester people with phone calls and text messages rather than accept affordable repayment offers.
  • 1 in 10 were about lenders’ unfair treatment of people in financial difficulties.

Latest figures from Citizens Advice Scotland’s (CAS) on-going payday loans survey show that lenders are frequently acting in breach of the Good Practice Charter, put in place last November. Scottish CAB advisers dealt with over 1,200 cases related to Payday Loans from April to June this year, and clients are frequently reporting breaches - see case studies below.

Today (Monday 5 August) the Citizens Advice Scotland and Citizens Advice England and Wales launch a month-long campaign across the UK urging payday loan customers not to let predatory lenders get away with treating them unfairly.

Consumers who are finding it difficult to raise their payday loan problem with their lender can contact the Financial Ombudsman who will help them through the complaint process.  There were 160 complaints made to the Financial Ombudsman between April and June this year about payday loans, with 72% upheld in favour of the consumer.

If a complaint is upheld by the Financial Ombudsman – and the consumer has lost out as a result – the lender can be ordered to put things right.  Consumers could get a refund on loan repayments, interest or default charges or compensation for any inconvenience caused. 

Citizens Advice Scotland Chief Executive Margaret Lynch said:

“Across Scotland our bureaux are seeing clients whose payday loan debts have spiraled out of control. We’re seeing hardship and misery caused across the country. Our clients feel powerless but they’re not. This campaign is all about showing them that it is possible to fight back. We want to show people who have taken out payday loans how to identify when their lender has treated them unfairly, and how to do something about it. Citizens advice bureaux can help you negotiate a fair repayment plan and complain to the Financial Ombudsman service. It might even be that the Ombudsman feels you’re entitled to a refund for an unauthorised payment or compensation for unfair treatment.’

As part of the campaign Citizens Advice has launched a new online animation to help people get on top of their payday loan problems.  It explains that payday lenders aren’t allowed to take money from your bank account without you knowing, nor should they put pressure on to borrow more money or contact you at all hours of the day.  Citizens Advice Scotland is also taking to Twitter with the hashtag #paydaywatch as bureaux from across the country tweet about payday loan cases they are helping with.

Advice tips if you're struggling to repay a payday loan:

  • Your payday lender should accept a repayment offer which is reasonable.
  • Don't be pressurised to extend your loan – it will cost you more
  • It’s not ok for your lender to ring you during the night or more than once a day chasing you for money, or to contact your employer.
  • You should be able to get in contact with your payday lender.
  • If you are having these problems you can do something about it
    • Make a complaint by filling in our simple checklist at 
    • Get advice from, from the Citizens Advice consumer service (03454 04 05 06) or your local bureau
    • Make a complaint about a payday loan direct to the Financial Ombudsman Service consumer helpline on 0300 123 9 123 or 0800 023 4567 or via email

Advice tips if you are in financial difficulty and considering a payday loan:

  • Get help with your money troubles. Your local bureau can provide debt advice and help you sort out your finances. By making a few changes you may be able to avoid taking out a short-term loan.
  • It is important to consider all the other options available to you before taking out a payday loan as they are expensive and could make your money problems worse.
  • Pay day loans can be a costly way to deal with short term financial problems and are not suitable for long term money troubles.
  • A loan from a credit union is more affordable – check if there's a credit union in your area.
  • If you have a bank account, you may be able to agree an overdraft. But be careful of going overdrawn without permission and make sure you understand any fees and charges.
  • If you are thinking about taking out a payday loan to pay off other debts, don't. Instead, speak to the companies you owe money to and agree a repayment plan. You can get help with debts from or your local citizens advice bureau.