How do I write a complaint letter to a finance company?

To write an effective complaint letter to a finance company: 1) Include your personal details and account information, 2) Clearly state the problem and when it occurred, 3) Explain the impact on you, 4) State what you want as a resolution, 5) Include supporting evidence, 6) Set a reasonable deadline for response (typically 8 weeks), 7) Keep a professional tone throughout.

What should I include in a complaint letter?

A complaint letter should include: Your name and contact details, account/reference numbers, date of the issue, detailed description of the problem, evidence of the issue, impact on you (financial and emotional), desired resolution, deadline for response, and a professional closing. Always keep copies of all correspondence.

Can I use a complaint letter template?

Yes, using a complaint letter template is highly recommended. Templates ensure you include all necessary information and maintain a professional tone. However, always personalize the template with your specific details, evidence, and circumstances. Generic letters are less effective than tailored ones.

Finance complaint letter templates and guide

Complaint Letter Templates 2026: How to Write Effective Complaint Letters

Q: How long should a complaint letter be?

An effective complaint letter should be 1-2 pages long (300-600 words). Be concise but include all necessary details. Focus on facts, avoid emotional language, and structure your letter with clear paragraphs covering: the issue, the impact, the evidence, and your desired resolution.

Last Updated: April 17, 2026

Writing a complaint letter to a finance company can feel overwhelming. Whether you're dealing with mis-sold finance, unfair charges, or poor service, having the right template and knowing how to structure your complaint letter is crucial for success.

This comprehensive guide provides free complaint letter templates, step-by-step instructions on how to write complaint letters, and proven strategies that have helped over 1,000 clients achieve a 95% success rate.

What is a Letter of Complaint?

A letter of complaint is a formal written document sent to a company or organization to report a problem, express dissatisfaction, or request a resolution. In the context of finance complaints, it's your official record of the issue and your first step toward getting compensation or a refund.

Why complaint letters matter:

Legal requirement: Most regulators require you to complain in writing first
Creates evidence: Written complaints provide a paper trail
Forces response: Companies must respond within 8 weeks by law
Escalation path: Required before contacting the Financial Ombudsman
Higher success rate: Well-written letters get better results

How to Write a Complaint Letter: Step-by-Step Guide

Step 1: Include Your Contact Information

Start your complaint letter with your full contact details at the top:

Full name
Full address
Phone number
Email address
Account number or reference number
Date

Step 2: Address the Right Person

Send your complaint to the company's complaints department. If you can't find a specific name, use:

"Dear Complaints Manager"
"Dear Customer Services Manager"
"To Whom It May Concern" (last resort)

Step 3: State the Problem Clearly

In the first paragraph, clearly state:

What the problem is
When it occurred
Your account or reference number
That you are making a formal complaint

Step 4: Provide Details and Evidence

In the main body, include:

Chronological timeline of events
Specific dates and times
Names of people you spoke to
Reference numbers from previous contacts
Copies of relevant documents (contracts, statements, emails)

Step 5: Explain the Impact

Describe how the issue has affected you:

Financial impact: Money lost, fees charged, interest paid
Emotional impact: Stress, anxiety, inconvenience
Time impact: Hours spent trying to resolve the issue
Other consequences: Damaged credit score, missed opportunities

Step 6: State Your Desired Resolution

Be specific about what you want:

Full refund of payments
Cancellation of agreement
Compensation for distress
Correction of credit file
Apology

Step 7: Set a Deadline

Give the company a reasonable timeframe to respond:

Standard: 8 weeks (legal requirement)
Urgent: 2-4 weeks (for urgent matters)
State you'll escalate to the Financial Ombudsman if no response

Step 8: Close Professionally

End your letter with:

"Yours faithfully" (if you used "Dear Sir/Madam")
"Yours sincerely" (if you used a specific name)
Your signature
Your printed name

Complaint Letter Template 1: General Finance Complaint

This template works for most finance complaints including mis-sold products, unfair charges, and poor service.

[Your Name] [Your Address] [City, Postcode] [Phone Number] [Email Address] [Account Number] [Date] Complaints Department [Finance Company Name] [Company Address] [City, Postcode] Dear Complaints Manager, RE: FORMAL COMPLAINT - ACCOUNT NUMBER [Your Account Number] I am writing to make a formal complaint about [brief description of the issue] relating to my [type of finance agreement] with your company. BACKGROUND On [date], I entered into a finance agreement with [company name] for [product/service]. The agreement reference number is [number]. THE PROBLEM [Describe the problem in detail]: - What happened - When it happened - Who was involved - What you were told - What actually occurred EVIDENCE I have attached the following evidence to support my complaint: 1. Copy of the original agreement dated [date] 2. Bank statements showing payments from [date] to [date] 3. Correspondence with your company dated [dates] 4. [Any other relevant documents] IMPACT ON ME This issue has caused me significant distress and inconvenience: Financial Impact: - I have paid £[amount] in total - I have incurred additional charges of £[amount] - I estimate my total loss at £[amount] Emotional Impact: - I have experienced considerable stress and anxiety - I have spent [number] hours trying to resolve this issue - [Any other impacts] WHAT I WANT I am requesting the following resolution: 1. Full refund of all payments totaling £[amount] 2. Cancellation of the finance agreement with no penalties 3. Compensation of £[amount] for distress and inconvenience 4. Correction of any negative marks on my credit file 5. Written confirmation of the above NEXT STEPS I expect a full response to this complaint within 8 weeks as required by the Financial Conduct Authority regulations. If I do not receive a satisfactory response within this timeframe, I will escalate my complaint to the Financial Ombudsman Service. Please acknowledge receipt of this complaint within 5 working days and provide me with a reference number for my records. I look forward to your prompt response. Yours faithfully, [Your Signature] [Your Printed Name] Enclosures: - Copy of finance agreement - Bank statements - Previous correspondence - [List all attachments]

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Complaint Letter Template 2: Solar Panel Finance Complaint

Solar panel finance complaint letter template

Specifically designed for solar panel finance mis-selling complaints.

[Your Name] [Your Address] [City, Postcode] [Phone Number] [Email Address] [Account Number] [Date] Complaints Department [Finance Company Name] [Company Address] [City, Postcode] Dear Complaints Manager, RE: FORMAL COMPLAINT - MIS-SOLD SOLAR PANEL FINANCE - ACCOUNT [Number] I am writing to make a formal complaint about the mis-selling of a solar panel finance agreement that I entered into on [date]. BACKGROUND On [date], I was approached by [sales company name] who offered to install solar panels at my property. I was told that: - The panels would generate £[amount] per year in savings - The system would pay for itself within [number] years - I would make a profit of £[amount] over the lifetime - The finance would be "free" due to the savings Based on these representations, I entered into a finance agreement with [finance company] for £[amount] over [number] years. THE MIS-SELLING The following statements made to me were false and misleading: 1. UNREALISTIC SAVINGS CLAIMS - I was told I would save £[amount] per year - Actual savings have been only £[amount] per year - This is [percentage]% less than promised 2. HIDDEN COSTS - I was not informed about maintenance costs of £[amount] per year - Insurance costs of £[amount] per year were not mentioned - The true cost of ownership is £[amount] more than stated 3. AFFORDABILITY NOT CHECKED - No proper affordability assessment was conducted - I was not asked about my income or expenses - The payments of £[amount] per month are unaffordable 4. HIGH-PRESSURE SALES TACTICS - I was told the offer was only available "today" - I was not given time to consider or seek independent advice - I was pressured to sign immediately EVIDENCE I have attached: 1. Copy of the finance agreement 2. Sales documentation with false claims 3. Energy bills showing actual savings 4. Bank statements showing payments 5. Independent valuation of the system FINANCIAL IMPACT Total paid to date: £[amount] Actual value of system: £[amount] Promised savings: £[amount] per year Actual savings: £[amount] per year Total loss: £[amount] WHAT I WANT 1. Full refund of all payments: £[amount] 2. Cancellation of the finance agreement 3. Removal of the solar panels at no cost to me 4. Compensation for distress: £[amount] 5. Correction of my credit file LEGAL BASIS This complaint is made under: - Consumer Credit Act 1974 (unfair relationship) - Consumer Rights Act 2015 (misleading information) - Financial Conduct Authority rules on responsible lending I expect a response within 8 weeks. If not resolved, I will escalate to the Financial Ombudsman Service. Yours faithfully, [Your Signature] [Your Printed Name]

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Complaint Letter Template 3: Spray Foam Insulation Finance Complaint

For homeowners facing mortgage refusal due to spray foam insulation.

[Your Name] [Your Address] [City, Postcode] [Phone Number] [Email Address] [Account Number] [Date] Complaints Department [Finance Company Name] [Company Address] [City, Postcode] Dear Complaints Manager, RE: FORMAL COMPLAINT - SPRAY FOAM INSULATION FINANCE - MORTGAGE REFUSAL I am writing to complain about a spray foam insulation finance agreement that has resulted in my property becoming unmortgageable. BACKGROUND On [date], I entered into a finance agreement with your company for £[amount] to install spray foam insulation at my property. I was told this would: - Reduce my energy bills by £[amount] per year - Increase my property value - Be a "government-approved" energy efficiency measure THE PROBLEM I have now discovered that: 1. PROPERTY UNMORTGAGEABLE - My mortgage lender [name] has refused to lend on my property - The spray foam has made my property unsaleable - I have lost a sale due to the buyer's mortgage being declined - My property has been devalued by an estimated £[amount] 2. NOT INFORMED OF RISKS - I was not told spray foam could affect mortgageability - The risks of roof damage were not explained - I was not warned that removal could cost £[amount] 3. AFFORDABILITY NOT ASSESSED - No proper affordability check was conducted - The monthly payments of £[amount] are unaffordable - I am now in financial difficulty EVIDENCE Attached: 1. Mortgage refusal letter from [lender] 2. Surveyor's report highlighting spray foam issues 3. Removal quote for £[amount] 4. Finance agreement 5. Sales documentation FINANCIAL IMPACT Finance paid to date: £[amount] Property devaluation: £[amount] Lost sale costs: £[amount] Removal cost estimate: £[amount] Total loss: £[amount] WHAT I WANT 1. Full refund of all payments: £[amount] 2. Cancellation of finance agreement 3. Payment for spray foam removal: £[amount] 4. Compensation for property devaluation: £[amount] 5. Compensation for distress: £[amount] 6. Credit file correction This is an urgent matter as I cannot sell or remortgage my property. I expect a response within 4 weeks. If not resolved, I will escalate to the Financial Ombudsman Service and may pursue legal action for misrepresentation. Yours faithfully, [Your Signature] [Your Printed Name]

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Top Tips for Writing Effective Complaint Letters

Pro Tip: Keep your letter to 1-2 pages. Longer letters are less likely to be read thoroughly. Focus on facts, not emotions.

DO:

✅ Use a professional, polite tone throughout
✅ Stick to facts and avoid emotional language
✅ Include all relevant dates, names, and reference numbers
✅ Attach copies (not originals) of supporting documents
✅ Keep a copy of everything you send
✅ Send by recorded delivery for proof of receipt
✅ Follow up if you don't receive acknowledgment within 5 days
✅ Be specific about what resolution you want
✅ Reference relevant laws and regulations
✅ Set a clear deadline for response

DON'T:

❌ Use aggressive or threatening language
❌ Include irrelevant personal information
❌ Make the letter too long (over 2 pages)
❌ Send original documents (always send copies)
❌ Forget to keep copies for your records
❌ Miss the deadline for complaining (usually 6 years)
❌ Accept the first offer without negotiating
❌ Give up if the first response is negative
❌ Forget to mention escalation to the Ombudsman
❌ Sign anything without reading it carefully

What Happens After You Send Your Complaint Letter?

Timeline:

Day 1: Send your complaint letter by recorded delivery
Day 5: Company should acknowledge receipt
Week 2-4: Company investigates your complaint
Week 8: Company must provide final response
After Week 8: You can escalate to Financial Ombudsman if unsatisfied

Possible Outcomes:

Full acceptance: Company agrees to your requests
Partial acceptance: Company offers some compensation
Rejection: Company denies your complaint
No response: You can escalate after 8 weeks

How to Escalate Your Complaint

Escalating finance complaints to the ombudsman

If you're not satisfied with the company's response (or they don't respond within 8 weeks), you can escalate to:

Financial Ombudsman Service

Free service: No cost to you
Independent: Not affiliated with finance companies
Binding decisions: Companies must comply
Time limit: Must escalate within 6 months of final response
Contact: 0800 023 4567 or complaint.info@financial-ombudsman.org.uk

What the Ombudsman Can Award:

Up to £430,000 in compensation
Refund of payments
Cancellation of agreements
Compensation for distress and inconvenience
Credit file corrections

Common Mistakes to Avoid

1. Not Complaining in Writing

Phone calls and emails are not sufficient. You must send a formal written complaint letter to create an official record.

2. Missing the Deadline

Most complaints must be made within 6 years of the issue or 3 years of when you became aware of it. Don't delay.

3. Accepting the First Offer

Companies often make low initial offers. You can negotiate for more, especially if you have strong evidence.

4. Not Keeping Records

Keep copies of all letters, emails, and documents. Take notes of phone calls including dates, times, and names.

5. Giving Up Too Early

If your complaint is rejected, don't give up. Escalate to the Financial Ombudsman Service. Many rejected complaints are overturned.

Success Stories

Case Study 1: Solar Panel Refund
Mrs. Johnson used our template to complain about mis-sold solar panels. She received a full refund of £18,500 plus £2,000 compensation for distress within 6 weeks.

Case Study 2: Spray Foam Removal
Mr. Patel's complaint about spray foam insulation resulted in the finance company paying £12,000 for removal plus canceling his £15,000 finance agreement.

Case Study 3: Kitchen Finance
The Smith family received £8,500 compensation for a mis-sold kitchen finance agreement after following our step-by-step guide.

Frequently Asked Questions

How long should a complaint letter be?

Aim for 1-2 pages (300-600 words). Be concise but include all necessary details. Longer letters are less likely to be read thoroughly.

Should I send my complaint by email or post?

Always send by post using recorded delivery. This provides proof of receipt and creates an official record. You can also email a copy for speed, but the postal letter is your official complaint.

What if the company doesn't respond?

If you receive no response within 8 weeks, you can escalate directly to the Financial Ombudsman Service. The company's failure to respond works in your favor.

Can I claim compensation for distress?

Yes. You can claim compensation for distress and inconvenience caused by the issue. Typical awards range from £100 to £500, but can be higher in serious cases.

Do I need a solicitor?

No. Most finance complaints can be handled without a solicitor. The Financial Ombudsman Service is free and designed for consumers to use without legal representation.

What evidence should I include?

Include copies (not originals) of: finance agreements, bank statements, correspondence, sales documents, surveys, valuations, and any other relevant documents that support your complaint.

Can I still complain if I've been paying for years?

Yes. You can complain about mis-sold finance up to 6 years after the agreement started, or 3 years after you became aware of the problem.

What if I've already paid off the finance?

You can still complain and claim a refund of payments made, even if the agreement is now settled. The 6-year time limit still applies.

Need Help Writing Your Complaint Letter?

Our expert team has helped over 1,000 clients achieve a 95% success rate. We can review your case, draft a professional complaint letter, and guide you through the entire process.

Free consultation. No win, no fee options available.

Start Your Complaint Today

Additional Resources

Download All Templates

Get instant access to all our complaint letter templates:

General Finance Complaint Template
Solar Panel Finance Complaint Template
Spray Foam Insulation Complaint Template
Kitchen Finance Complaint Template
Window Finance Complaint Template
Escalation Letter Template
Ombudsman Complaint Template

Download All Templates Free

Disclaimer: This guide is for informational purposes only and does not constitute legal advice. While we strive for accuracy, laws and regulations may change. For specific legal advice, consult a qualified solicitor. Success rates are based on our historical data and cannot guarantee future results.

Last Updated: April 17, 2026 | Author: Octave Resolution Services | Reviewed by: Consumer Finance Experts