Q: I do not think the company that sold me a doorstep loan carried out proper affordability checks and now I cannot afford to pay it back. What can I do?

A: The Financial Conduct Authority - which regulates the doorstep loan market - says a loan is unaffordable if you cannot make repayments without borrowing again. Lenders must check your finances and situation to make sure you can pay back the loan.

First complain to your lender. List the ways you think their affordability checks were not properly done, the problems this has caused, and what you would like to happen.

The lender must acknowledge your complaint promptly and has eight weeks to respond fully. They may agree to write off the balance or refund some of the interest you have paid.

If you are not happy with their response, or they don’t respond at all, you can complain to the Financial Ombudsman Service using a form on its website.

If they uphold your complaint, they can force the lender to write off the interest or the remainder of the loan, and possibly order them to pay a small amount of compensation. The decision is binding.

Free, confidential advice and help is available from South Lakes Citizens Advice on any aspect of debt, consumer problems, benefits, housing, employment or any other problems. We have various outlets across South Lakeland and can also give advice over the phone – telephone 03444 111 444 for an appointment and help, 015394 46464 for debt and on-going enquiries.

Please note the opening hours at Windermere have been reduced, but contact details remain the same.