1. Contact the creditor
Use the contact on your agreement. State that you are making a complaint. Include the agreement reference, relevant dates, a concise description and the outcome you want. For an unaccepted quotation, use its reference if available.
2. Keep the record
Keep copies of the complaint, relevant correspondence and supporting documents. Ask for an acknowledgement, a complaint reference and the expected response date. This website does not submit a complaint or create a reference for you.
3. Follow up if needed
If a promised response date passes, follow up using the same reference. Ask for the written decision and escalation route. Do not send banking credentials with your evidence.
4. Find the appropriate external route
For questions about consumer-credit regulation or a credit provider’s conduct, consult the National Credit Regulator for the applicable complaint route. For personal-information concerns, the Information Regulator explains available procedures. Jurisdiction depends on the issue and the operator involved.
A complaint does not automatically change payment obligations. If you cannot make a repayment, raise that issue separately and seek a written arrangement.