Resolving problems quickly and effectively
We always aim to provide a high standard of service to all our customers. However, there may be times when something leaves you disappointed or dissatisfied.
Please tell us if you are unhappy or have a complaint about any aspect of our service. Everything we learn from our customers helps us to consider changes that will ensure we meet your expectations now and in the future.
- How to make a complaint
- How we will handle your complaint
- If you are still not satisfied
- How to complain to the Financial Ombudsman
How to make a complaint
If you wish to complain, please get in touch with us as soon as possible. You can contact us by phone, in person, in writing or by e-mail as follows:
Address: Lombard, Customer Relations Team, PO Box 520, Rotherham, South Yorkshire S63 3BR.
Email: customerfeedback@lombard.co.uk
Textphone: 0800 404 6163
If your agreement is with Lombard Vehicle Management
Please write to: Customer Care Team, Lombard Vehicle Management, Seven Brindleyplace, Birmingham B1 2TZ
Telephone: 0870 902 3311 (Calls may be recorded. Maximum call charge from a BT landline is 7p per minute. Calls from other networks may vary.)
If your agreement is with Lombard Marine Finance
Please write to: Lombard Marine Finance, PO Box 464, Templars Way, Chanders Ford, Eastleigh, Hants SO53 3US
Telephone: 02380 242171 (Calls may be recorded. Maximum call charge from a BT landline is 7p per minute. Calls from other networks may vary.)
A note about emailed complaints
If you choose to complain by e-mail, we will usually respond to your e-mail address. However, there may be occasions when we will need to respond to you by post, to ensure privacy or where we need to enclose copies of documents.
How we will handle your complaint
We are committed to resolving any complaints fairly and promptly. Striving to minimise your inconvenience, we'll listen to your concerns and try to agree a solution with you.
The member of our team who you first contact 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 fix the problem.
Sometimes, we will not be able to sort everything out for you right away. If so, we will acknowledge your complaint in writing within five working days. On these occasions, we aim to resolve matters within 14 days.
If your complaint is particularly complicated, it may take longer to remedy. In this case, you will receive a letter from us giving you reasons for the delay and an indication of when we expect to resolve your complaint.
If together, we cannot reach an agreement by the end of eight weeks:
- we will send you a letter giving you our reasons for the delay and an indication of when we expect to provide a resolution
or
- we will issue our final response letter, which will explain our final position.
If your complaint relates to a finance agreement regulated by the Consumer Credit Act (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. For more information, please refer to the information shown below about the Financial Ombudsman Service.
If you are still not satisfied
If, for whatever reason, you are still not satisfied with the outcome of your complaint, you should get in touch directly with the Lombard team or person who 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 in writing to our Managing Director, who will investigate and respond to you within 21 days. Contact: The Managing Director, Lombard, 3 Princess Way, Redhill, Surrey RH1 1NP.
If together we can't reach agreement, you may also refer your complaint to the Finance & Leasing Association (FLA), which will look into your complaint and try to conciliate. For further information and contact details visit the Finance & Leasing Association website (opens new window)
How to refer a complaint to the Financial Ombudsman
If you decide 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 by us.
For helpful information and contact details, visit the Financial Ombudsman website (opens in new window)
The Financial Ombudsman Service offers a free independent service and can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and more information about this can be obtained from them directly.
