Complaints Information
We want to hear if something is wrong. This page explains how to raise a concern about our content, what we can help with, and where to take a complaint about a lender or a credit agreement.
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How to raise a concern about our content
If you believe something we have published is inaccurate, misleading, out of date or unclear, we genuinely want to know. We take the quality of our content seriously, and reader feedback is one of the main ways we improve it. You can reach us through our contact page.
To help us look into a concern quickly, it helps to tell us the page or section involved, what you think is wrong, and, where relevant, the source you believe is more accurate. We will review what you raise, correct anything that needs correcting in line with our editorial policy, and respond to the substance of your point.
What we can and cannot look into
We can look into
- Factual errors or outdated information on our pages
- Content you find unclear, confusing or unbalanced
- Broken links or technical problems with the site
- Concerns about how we have described a type of product in general terms
We cannot handle
- Complaints about a loan, lender or credit agreement
- Disputes over a decision, charge, rate or repayment
- Requests to assess your circumstances or recommend a product
- Anything requiring regulated financial advice
We are an independent educational publisher, not a lender, broker or adviser. Because we are not party to any credit agreement, we have no power to investigate or resolve a complaint about one. The section below explains where such complaints should go.
Where to complain about a lender or credit agreement
If your complaint is about a loan, a lender, a broker or a credit agreement, a decision you disagree with, a charge, a rate, or how you have been treated, it needs to go to the firm involved, not to us. The usual route runs in three steps.
Complain to the firm
Contact the lender or broker directly and give them the chance to put things right. Regulated firms must have a complaints procedure and should respond within the timescales set by the regulator.
Ask for a final response
If you cannot resolve it, ask the firm for its final response. This should set out its position and explain your right to escalate.
Escalate if needed
If you remain unhappy, or the firm does not respond in time, you may be able to refer the complaint to the Financial Ombudsman Service, which settles disputes between consumers and financial firms free of charge.
If debt is becoming unmanageable
A complaint is not the same as needing help with debt, but if you are struggling, free and impartial advice is available from MoneyHelper, StepChange, National Debtline and Citizens Advice.
For more about who we are and the limits of what we provide, see our about page and our financial information disclaimer. The rules for using the site are set out in our terms and conditions.