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 if the assets are fit 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 contact us explaining the situation. Please note that we will contact the dealer or supplier to assist us in reaching a resolution.

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 for more information.

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What are my cancellation or withdrawal rights?

You may have a short period of time to cancel or withdraw from the agreement. This will depend on whether your agreement is regulated by the Consumer Credit Act 1974 (as amended) (CCA).

Please check the terms and conditions under the "Your Rights" section of your agreement with us. This will provide details on how to withdraw from or cancel your agreement, should you be entitled to do this.

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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 Customer Services.

Visit the Experian website.

Visit the Equifax website.

When reviewing your credit file, please be aware 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 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.

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What should I do if I wish to complain?

At Lombard, we welcome comments on our services and solutions, positive or negative. Your feedback helps us shape our service for the better and ensure we continue providing the exceptional solutions you require.

Should you wish to complain click here for information which outlines the steps involved in making a complaint and Lombard will resolve your concerns.

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