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Sample Letter

Complain to your lender (sole name)

Use this letter to contact your lender first before complaining to the Financial Ombudsman Service. You can find more information about how to use this letter in our fact sheet Complaining about your lender.

You can choose to send a letter in your own name or in joint names. You may have a debt in joint names, or want to write to your creditors together because you have worked out a joint budget.

  • Fill in your contact details, account number and any extra information you want to include in the grey shaded areas.
  • Today’s date will be added automatically.
  • Sign each letter and enclose a copy of your budget if needed.

Letter in joint names

You can choose to send a letter in your own name or in joint names. You may have a debt in joint names, or want to write to your creditors together because you have worked out a joint budget.

Change to joint version
You need to include the organisation name.
Name of the organisation you are writing toInclude the name of the person or creditor you are writing to.
You need to include their address.
Their address line 1Make sure you include the full address for the person or organisation. Don't forget the post code.
Their address line 2
Their address line 3
You need to include their postcode.
Their postcodeDon't forget their postcode.
You need to include your address.
Your address line 1Make sure you include your full address.
Your address line 2
Your address line 3
You need to include your postcode.
Your postcodeDon't forget your postcode.

27th September 2023

Date
Dear Sir/Madam
Account No:
This field is required.
Your account or reference numberYou will find your account or reference number on any paperwork from your creditor.
I would like to make a complaint against your company. The details are set out below.
This field is required.
Explain the nature of your complaintSet out the facts clearly and put things in date order if possible. Say what you are not happy with and what you want the lender to do about it. Enclose a copy of any paperwork that you feel supports your complaint.
If you fail to resolve my complaint within eight weeks, or if matters are not settled to my satisfaction, I will have no alternative but to escalate my complaint to the Financial Ombudsman Service. This could result in you being ordered to pay compensation if my complaint is upheld.
I look forward to hearing from you.
Yours faithfully
You need to include your name(s).
Include your full name