Give us your Feedback
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.
If you are providing feedback that isn't a complaint, please email email@example.com
or contact us in any of these ways. If your feedback relates to this website,
please email firstname.lastname@example.org
How to complain
The following information outlines the steps involved in making your complaint and Lombard resolving your concerns.
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.
What to do if you have a complaint
We are sorry if you are not completely happy with our service, please take the time to tell us about it - that way, we can do something to put it right. At
Lombard we do everything we can to make sure our customers get the best possible service. However, sometimes, we don’t get things
right first time. For further details on our complaints procedure, view our latest
Customer Complaints Guide.
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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 email as follows:
Address: Lombard, Customer Relations Team, PO Box 520,
Rotherham, South Yorkshire S63 3BR
Telephone: 0345 877 8888 (Calls cost no more than calls to geographic numbers (01 or 02) and are included in inclusive minutes and discount schemes in the
same way. Calls from landlines are typically charged up to 10p per minute; calls from mobiles typically cost between 10p and 40p per minute. Calls from landlines and mobiles
are included in free call packages.)
Textphone: 0800 404 6163
Address: Lombard Finance (CI) Ltd, 1 St Andrews Place, St Helier, Jersey, JE2 3RP
Telephone: 01534 824824 (Calls may be recorded. Standard charges apply.)
Address: Customer Service Team, Lombard Manx Leasing, PO Box 252, Royal Bank House,
2 Victoria Street, Douglas, Isle of Man, IM99 1GP
Telephone: 01624 615447 (Calls may be recorded. Standard charges apply.)
Alternatively, if your complaint relates to a product or service purchased online, you can contact the European Commission using their Online Dispute
Resolution (ODR) platform.
The ODR platform, primarily aimed at European Union (EU) cross-border disputes, is designed to help consumers resident in the EU get access to dispute
resolution if they remain unhappy with the response they have received from a trader established in the EU.
To use the ODR platform you will
need the following information: email@example.com
Please note that under current rules the European Commission will ultimately redirect your complaint to the Financial Ombudsman Service (FOS) therefore
you may prefer to contact us or the FOS directly in the first instance regarding your complaint.
If you believe you have been mis-sold an insurance product including PPI, you can contact us directly. We will treat the
matter as a complaint and it will be handled by our dedicated Customer Relations Team. Please contact us using any of the contact
If your agreement was with Lombard Vehicle Management
Please email: firstname.lastname@example.org
If your agreement is with Lombard Marine Finance
Please write to: Lombard Marine Finance, PO Box 464, Templars Way, Chandlers Ford, Eastleigh, Hants SO53 3US
Telephone: 023 8024 2171 (Calls may be recorded. Max call charge from a BT landline is 13.1p plus up to 8.7p per minute. Business
rates and calls from other networks may vary.)
If your agreement is with Lombard Technology Services
Please write to: Lombard Technology Services, Lombard House, The Waterfront, Elstree Road, Elstree, Herts, WD6 3BS
Telephone: 020 8236 7800 (Calls may be recorded. Max call charge from a BT landline is 13.1p plus up to 8.7p per
minute. Business rates and calls from other networks may vary.)
A note about emailed complaints
If you choose to complain by email, we will usually respond to your email 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.
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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
* 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.
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If you are still not satisfied
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)
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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.
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Our Membership to the Finance & Leasing Association (FLA)
The FLA is the leading trade association for the consumer credit sector in the UK promoting the best practice in lending and leasing.
The FLA has two Codes of Practice, the Business Finance Code for asset finance and the Lending Code for consumer and motor finance.
The Codes require members to deal fairly and responsibly with their customers.
The FLA Lending Code is for customers who have taken out a consumer credit loan with an FLA member, no matter how much it is worth.
The Code gives customers more rights than those provided by law.
It sets out standards of good practice in consumer lending. It is intended to provide assurance to customers that they may buy with
confidence from lenders who are members of the FLA. Member companies are bound by the Code at all times in their dealings with
The Code is monitored by an independent group made up of independent consumer representatives and a selection of finance houses that
subscribe to the Code. Each FLA member has a code compliance officer and internal auditing procedures that ensure they comply with
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How to refer a complaint to the Finance & Leasing Association (FLA)
If you feel we have breached The FLA Lending Code
or the Financial Ombudsman Service is unable to accept or resolve your complaint, you may wish to refer this to the FLA.
For full information including how to make a complaint, please visit the
Finance & Leasing Association website
(opens in new window).
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