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Make a Complaint

We aim to provide a high standard of service to all of our customers. However, there may be occasions when something goes wrong that leaves you disappointed or dissatisfied.

If you are unhappy with any aspect of our service, we would like to know.

We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.

Your comments are important to us; they help us to make changes that will ensure we meet your expectations now and in the future.
For more information on our complaints process please download our Complaints Brochure (60kb pdf format)

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How we will handle your complaint

We will try to resolve your complaint immediately and with the minimum of inconvenience to you. The person you contact initially will discuss your complaint and identify with you what we can do to put it right. The more information you can provide, the quicker we can try to resolve your grievance.

Sometimes we will not be able to solve the problem for you straightaway. In such a case we will send an acknowledgement of your complaint in writing within five working days. On these occasions we aim to resolve matters within 14 days. If your complaint is particularly complex, it may take longer to resolve in which case you will receive a letter giving our reasons for the delay and an indication of when we expect to provide a resolution.

If you are still not satisfied

If, for whatever reason, you are not satisfied with the outcome of your complaint you should get in touch directly with the person or department that has handled the matter so far. They will then agree the next steps with you. If you are still not satisfied you may refer your complaint to our Managing Director who will investigate and respond to you within 21 days.

You may also refer your complaint to the Finance & Leasing Association (FLA) which will look into your complaint and try to conciliate. If your complaint relates to a finance agreement regulated by the CCA or to a contract of general insurance, you may have a right of referral to the Financial Ombudsman Service. If this is the case, you will also receive a leaflet explaining your rights. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.

Your Information

We are Lombard North Central Plc, a member of The Royal Bank of Scotland Group. We are committed to protecting your privacy during your visits to the Lombard website and recognise our responsibility to keep the information you provide to us confidential at all times.

The information you supply on this form will be used for the purpose of providing you with the service you have requested. By supplying your address, email address or telephone number you are giving your consent for us to contact you in connection with your request.

See our Privacy Statement