How to Claim Against a Doorstep Lender
Doorstep lending, also called home credit, is where an agent collects repayments from your home each week. The cosy face-to-face setup made it easy to keep handing out new loans before the last one was cleared, and easy to ignore whether you could really afford them. If a doorstep lender lent to you irresponsibly, you can reclaim the interest and charges you paid. The process is free and you keep every penny.
Skip the writing, get your claim in 15 seconds.
We'll draft a firm, ready-to-send demand tailored to your situation. Free.
Build my claim →Your rights
The same FCA rules apply to doorstep lenders as to any other credit firm. Under CONC 5, they had to assess your creditworthiness and affordability before each loan, taking account of your income and regular outgoings. A weekly agent knowing your circumstances face to face does not replace a proper check; if anything it means they often knew the loans were unaffordable and lent anyway. Where lending was irresponsible, the redress is a refund of all interest, fees and charges you paid, plus 8% simple interest a year, with the original amount borrowed still owed. Refinancing an old loan into a bigger new one is a particular red flag the Ombudsman looks at closely. If the lender rejects you, or does not give a final response within 8 weeks, the Financial Ombudsman Service will review it for free.
Step by step
- 1Write down every doorstep loan you can remember, especially times the agent topped up or refinanced a loan before you had repaid the old one.
- 2Ask the lender for your full lending history and the affordability checks they carried out. A free Data Subject Access Request forces them to hand over the personal data they hold.
- 3Send a written complaint stating the loans were unaffordable under CONC 5 and that the agent's local knowledge made any irresponsible lending worse, not excusable. Ask for all interest, fees and charges back plus 8% simple interest a year.
- 4If they refuse, or 8 weeks pass without a final response, take the complaint to the Financial Ombudsman Service using their free online form.
What they'll say, and your comeback
“Our agent knew your situation personally, so the loans were suitable.”
Comeback, If your agent knew my situation, they knew the loans were unaffordable and lent anyway. Personal knowledge does not replace the CONC 5 affordability assessment; it makes the irresponsible lending harder to defend.
“These were small weekly amounts, so affordability was not an issue.”
Comeback, Small weekly payments still added up to expensive credit, and the repeated topping up kept me in debt. The Ombudsman looks at the whole pattern of lending, not just one week's payment in isolation.
“We have no records going back that far.”
Comeback, If you cannot evidence that you ran proper affordability checks, the complaint should be decided in my favour. The burden is on you to show the lending was responsible, not on me to disprove it.
FAQ
What counts as a doorstep or home credit loan?
It is credit where an agent typically calls at your home to arrange the loan and collect weekly cash repayments. Well-known providers operated this way for decades. The same FCA affordability rules apply to all of them.
What if the lender has stopped trading?
Several large doorstep lenders have collapsed. If yours is in administration you usually cannot get a cash refund, but you can register as a creditor and may receive a share of any funds. Check the administrator's website for the claims deadline.
Ready to get your money back?
Reclaim it now, free →More money you might be owed
- UKReclaim a Mis-Sold Payday Loan (Irresponsible Lending Refund)
- UKReclaim a Mis-Sold Doorstep / Provident Loan (Irresponsible Lending Refund)
- UKReclaim Mis-Sold Catalogue Credit (Very, Littlewoods Irresponsible Lending)
- UKReclaim a Mis-Sold Guarantor Loan (Irresponsible Lending Refund)
- UKMake a Section 75 claim for goods or services not provided
- USDispute a Credit Card Charge in the US (FCBA)
A self-serve tool, not a law firm. General information, not legal advice.