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.

Providing feedback

If you are providing feedback that isn't a complaint, please email rotherhamcustomerfeedback@lombard.co.uk or contact us in any of these ways. If your feedback relates to this website, please email marketing@lombard.co.uk

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:

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UK
Irish Tricolour
Ireland

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.)

Email: customerfeedback@lombard.co.uk

Textphone: 0800 404 6163

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Jersey
Guernsey Flag
Guernsey

Address: Lombard Customer Services Manager, Lombard Finance (CI) Limited, 1 St Andrews Place, St Helier, JE2 3RP

Telephone: 01534 824824 (Calls may be recorded. Standard charges apply.)

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Gibraltar
Isle of Man Flag
Isle of Man

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.)

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 details above.

If your agreement was with Lombard Vehicle Management

Please email: lvmsupport@lombard.co.uk

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
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.

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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 borrowers.

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 the Code.

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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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