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How long to answer a complaint?

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Hi there


I contacted pduk on 24th March regarding a complaint for the number of rollovers I had been allowed on my account also additional lending when it should have been obvious to them that I was in financial difficulties

I have a couple of acknowledgements from them the latest saying they are still investigating my complaint and stating a date by middle of May when I should hopefully hear from them

I stated that if the matter is not resolved satisfactorily I will refer to FOS

Is there a set timescale from my original point of complaint that they should be responding with a final answer?



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They have 8 weeks to investigate any complaint but if they need longer, they should write to explaining the delay.


If your complaint was logged as being the 24th March then they still have plenty of time to respond.

If you are asked to deal with any matter via private message, PLEASE report it.

Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

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  • 3 weeks later...

I also have an outstanding complaint with both PDUK and PDE which come under the same group companies I would ring and ask them for your statements of accounts and then ring up FOS and log the complaint or fill in the forms online and attach evidence etc I have found it so useful and although the the 8 weeks is not up yet FOS will raise a complaint and PDUK and PDE will be sent the reference details so will know you've been to the FOS it also means that if nothing is resolved by the time the initial 8 weeks is up the FOS are ready to go and should be no delays it could also help the lenders come back with a more favourable decision who knows I still have 6 weeks left to wait but after 37 consecutive loans with PDUK I want some of the £6000 interest I paid over the 4 years

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