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Citizens Advice urges payday loan customers to complain about unfair treatment

30 July 2013

As the OFT confirms the last deadline in its investigation into the payday loan industry has passed, Citizens Advice reveals it is launching a campaign urging payday loan customers who believe their lender has treated them unfairly to make a complaint.

Citizens Advice Chief Executive Gillian Guy said:

“It is good to see that, so far, the OFT investigation into the payday loans industry has led to 14 lenders leaving the market. I hope this is just the start of a shift towards a responsible short-term credit market by ridding it of unscrupulous lenders.

“Citizens Advice sees people day in day out who have been left in absolutely desperate situations by irresponsible lenders. Saddled with years worth of debts, many people are left feeling completely powerless. Yet consumers do have the power to shape the payday loan industry by making their voice heard. By raising problems with Citizens Advice and complaining to the Financial Ombudsman customers can get their problems sorted out, like refunds for unauthorised payments, reasonable debt repayment plans or compensation for poor treatment, and can stop similar things happening to other people.”

On Monday 5 August Citizens Advice will launch a month-long campaign urging people who feel they have been treated unfairly by a payday lender to make a complaint. As part of the campaign Citizens Advice will be outlining the minimum standards payday loan customers can expect from their lenders.


Notes to editors:

  1. The Citizens Advice service comprises a network of local bureaux, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  2. The advice provided by the Citizens Advice service is free, independent, confidential, and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  3. To find your local bureau in England and Wales, visit You can also get advice online at
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers
  5. Citizens Advice Bureaux in England and Wales advised 2.3 million clients on 5.4 million problems from October 2013 to September 2014. For full 2013/2014  service statistics see our quarterly publication Advice trends
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 3,000 service outlets across England and Wales.