Not upheld: irresponsible lending; complaint handling complaint against Loans 2 Go Limited
Financial Ombudsman decision DRN-6259536 of 2026-05-11T00:00:00+00:00. irresponsible lending; complaint handling complaint against Loans 2 Go Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-6259536 |
|---|---|
| Decision date | 2026-05-11T00:00:00+00:00 |
| Firm | Loans 2 Go Limited |
| Product | loan |
| Claim type | irresponsible lending; complaint handling |
| Outcome | Not upheld |
| Remedy | No further remedy ordered. L2G's existing remedial actions (removal of interest, fees and charges; removal of adverse credit file information) were deemed sufficient. |
Summary
Mr Y complained that Loans 2 Go Limited lent him £1,000 irresponsibly in May 2019 and handled his complaint poorly without considering his vulnerability. L2G initially rejected the complaint in 2019 but upheld it in 2025, removing all interest, fees, charges and adverse credit file information. Mr Y sought additional compensation for distress and poor complaint handling. The ombudsman found L2G's remedial actions were reasonable and in line with FOS recommendations, and determined that complaint handling and regulatory matters fall outside the FOS remit, therefore declining to award further compensation.
The Ombudsman's reasoning
The ombudsman found that L2G's remedial steps (removing interest, fees, charges and adverse credit information) were in line with what the Financial Ombudsman Service would recommend in similar situations. The ombudsman clarified that complaint handling and regulatory matters fall outside the FOS remit, and therefore could not direct compensation for poor complaint handling or vulnerability considerations. The ombudsman concluded L2G had taken reasonable steps to put things right.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Loans 2 Go Limited, all decisions | 776 | 58% |
Source
Read the original decision on the Financial Ombudsman Service website