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Original poster

Irresponsible lending complaint,

7 replies

Pooltables · 17/04/2025 20:16

Hi, I recently submitted an irresponsible lending complaint to my bank as I feel that they lent to me irresponsibly at a time when I was not in a good place, and was already in significant debt. Unsurprisingly, they have refused my request for them to forgive some of the debt, and on that basis is not upheld. I also asked for the interest to be frozen, as this is becoming unmanageable, there’s no reference to this in the response letter.

They have said that they have referred my situation to a ‘customer protection manager’ who will contact me to see what can be done to help. What does this mean? What is a customer protection manager, and what can they do to help me?

OP posts:
ErrPods · 17/04/2025 20:18

Were the bank aware of your vulnerabilities? Are you in a bad place due to a medical condition or disability?

Original poster
Pooltables · 17/04/2025 20:22

ErrPods · 17/04/2025 20:18

Were the bank aware of your vulnerabilities? Are you in a bad place due to a medical condition or disability?

They weren’t aware when I applied however I had several other cards maxed out so it’s odd that they tough I was good for 8k. My husband was dying at the time and I was making poor decisions. The complaint was a long shot. Not sure what to expect from the customer protection manager

OP posts:
Mrsttcno1 · 17/04/2025 20:23

A customer protection manager basically gets in touch with you to find out about your debts, income, assess your situation and then they help you to come up with a plan so they can set you up payment plans for example and help negotiate with creditors to freeze interest etc.

You’d have a hard job proving irresponsible lending as you now know so I’d take the help of the customer protection manager if offered. Alternatively you could seek independent debt management advice from somewhere like Stepchange if you’d prefer.

Original poster
Pooltables · 18/04/2025 07:23

Mrsttcno1 · 17/04/2025 20:23

A customer protection manager basically gets in touch with you to find out about your debts, income, assess your situation and then they help you to come up with a plan so they can set you up payment plans for example and help negotiate with creditors to freeze interest etc.

You’d have a hard job proving irresponsible lending as you now know so I’d take the help of the customer protection manager if offered. Alternatively you could seek independent debt management advice from somewhere like Stepchange if you’d prefer.

Thank you, so you think they might consider freezing the interest?

OP posts:
AirborneElephant · 18/04/2025 12:58

I really recommend you talk to StepChange first. They are a debt charity who will help you to understand your options and rights.

PigletMum40 · 18/04/2025 13:18

Look at debtcamel, very helpful advice. You can appeal through the FOS, I think within 6 months of your complaint being rejected.

Mrsttcno1 · 18/04/2025 14:40

Pooltables · 18/04/2025 07:23

Thank you, so you think they might consider freezing the interest?

Show quote history

I couldn’t say based on the info I have, potentially, but there’s no guarantee.

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