What Happens After You Submit A Complaint
Once you have submitted an unaffordable lending complaint to a lender, the formal process under the FCA’s DISP rules begins. The lender has obligations on how it must handle and respond to the complaint, and you have rights to information and to escalation. This page sets out what to expect, in the order it usually happens, and what the various stages mean.
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Acknowledgement
Most lenders acknowledge a complaint within a few working days, typically by email or letter. The acknowledgement usually:
- Confirms the complaint has been received and the date it was logged.
- Provides a unique complaint reference number.
- Names the team or individual handling the complaint.
- Sets out the lender’s internal process and likely timeframes.
- Explains your rights to refer to FOS if not satisfied.
If you have not heard anything within two weeks of submission, follow up — confirmation that the complaint has been received is the foundation for the rest of the timeline.
The investigation phase
During the eight weeks after the complaint, the lender investigates. What this typically involves:
- A review of the application data, the credit reference search at the time, and the affordability assessment.
- A review of the account history — payments, charges, limit increases.
- Consideration of the points you have raised and the evidence you have provided.
- Sometimes, requests for further information from you — bank statements, clarification on dates, evidence of vulnerability.
You may not hear much during this phase, which is normal. The lender is required to keep you informed of progress, but the level of detail varies. If you are asked for further information, the response is generally pause-able pending receipt — supplying the requested information promptly keeps things moving.
The four-week update letter
If the lender cannot resolve the complaint within four weeks, DISP requires them to send a written update explaining the position. This letter typically:
- Confirms the complaint is still being considered.
- Explains why a final response has not yet been issued.
- States when a final response is expected.
- Reminds you of your right to refer to FOS if more than eight weeks pass without a final response.
A four-week update is not a final response. It does not start the FOS six-month referral clock. The clock starts when (and only when) a final response is issued.
The final response
The final response is the formal written outcome from the lender. It must:
- Set out the lender’s decision — uphold, partially uphold, or reject.
- Explain the reasons for the decision.
- Set out any redress being offered.
- Tell you about your right to refer to FOS within six months, with FOS’s contact details.
- Be in writing, even if previous communications were verbal.
Reading the final response carefully matters. The reasoning the lender gives is what you would be challenging at FOS if you wanted to escalate, so understanding their position is important.
Possible outcomes
Complaint upheld
The lender accepts the lending was unaffordable and offers redress — typically a refund of interest and charges, 8% statutory interest, and credit-file corrections. If the offer reflects what the rules require, accepting it ends the matter. The redress is then paid (typically within 28 days) and any credit-file updates are made shortly after.
Partially upheld
The lender accepts some of the lending was unaffordable but disputes other parts — most commonly accepting later loans in a sequence or later credit limit increases, while defending earlier ones. The offer reflects the partial position. You can:
- Accept in full and final settlement, ending the matter.
- Reject and refer the entire complaint to FOS.
- Accept the undisputed part and refer the disputed part to FOS — but be careful, because some “full and final” settlements close out the whole matter, so read carefully.
Rejected
Lender rejected your complaint — what to do.
No response after 8 weeks
What to do once you have the response
Read it. Compare what the lender has offered against what proper redress would look like. Check whether the credit-file updates and the 8% interest have been included. If something looks wrong, raise it before accepting. If you are using a claim partner, they will review the offer with you and recommend whether to accept, reject or push back.
Related guides
- How a claim works step by step
- The 8-week response rule
- Lender rejected your complaint — what to do
- Escalating to the Ombudsman
- How redress is calculated
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