Issues to consider before contacting us for help
Are you dissatisfied with the assets supplied under your agreement with Lombard? Or perhaps you’re unhappy with the level of service you have received, or feel that you need to make a complaint.
Please read the following useful information before contacting us.
- What do I do if my goods are faulty?
- What are my cancellation rights?
- How do I query the information on my credit file?
What do I do if my goods are faulty?
If you believe the asset is not fit for purpose, has an inherent fault, or does not comply with the Sales of Goods Act 1979, you should first make contact with the dealer or supplier of the asset and explain your concerns.
The dealer or supplier is qualified in their relevant business sector, so they are responsible for deciding whether the asset needs to be replaced or repaired, or if further investigation is required. As the organisation financing your asset, we are not in a position to make assessments about faults or fitness for purpose, so we will refer any requests of this nature to the dealer or supplier.
In the unlikely event that you are unable to resolve the issue directly with the dealer or supplier, you should write to us explaining the situation. Please note that we will contact the dealer or supplier to assist us in reaching a resolution. However, please understand that we cannot force a third party into making any decision, and our position remains unchanged about our being unable to verify whether or not an asset is faulty.
You can find out more about the Sales of Goods Act from the Department of Trade and Industry.
Visit the Department for Business, Enterprise and Regulatory Reform website (opens in new window)
What are my cancellation rights?
Your cancellation rights differ depending on whether or not your agreement is regulated by the Consumer Credit Act 1974 (CCA).
First, please check your terms and conditions under the 'How to Cancel' section of your agreement with us. This includes instructions on how to cancel your agreement, should you be entitled to do this.
How do I query the information on my credit file?
The first step is always to obtain a copy of your credit file from either of the credit reference agencies - Experian or Equifax - so you can check exactly what information is recorded about you. If you find any details that you would like to query, please contact us in writing to explain the error or inaccuracy.
Visit the Experian website (opens in new window)
Visit the Equifax website (opens in new window)
When reviewing your credit file, please keep in mind that we are legally required to provide credit reference agencies with factual information concerning your payment history. For example, if you are currently disputing a debt, we must still record whether or not payments are being made until the matter is resolved.
If it is found that we have recorded incorrect information, we will immediately remedy your credit file to show the correct position. However, we will not be able to consider requests to amend a credit file where there are continuing concerns such as legal action or debt disputes.
