How to complain | Lombard

How to complain | Lombard Making a complaint

How to give us feeback or make a complaint 

We want to put it right

If you're not completely happy with our service or products, we'd like to hear about it so we can start to sort things out. We do everything we can to make sure our customers get the best possible service, but sometimes, we don't get it right first time. 

We encourage you to tell us about your complaint so that we can:

Make it easy for you to get in touch

Whatever it is you want to tell us about, we'll make it simple for you to talk to us.

Take it seriously

We want you to be completely satisfied with our service, so we'll give your complaint the attention it deserves.

Resolve your complaint quickly

We'll deal with your complaint fairly and without delay, so we can put things right as soon as possible.

Ensure you're satisfied

Once we've taken steps to fix things, we'll make sure you're happy with with how your complaint was resolved.

Tell us about your complaint

General

Countries Contact details

UK and Ireland

Phone: 0345 877 8888

Textphone: 0800 404 6163

Email: customerfeedback@lombard.co.uk

In writing: 
Lombard Customer Relations Team
PO Box 520
Rotherham
South Yorkshire
S63 3BR

Jersey and Guernsey

Phone: 01534 824824

In writing: 
Lombard Finance (CI) Ltd 
1 St Andrews Place
St Helier
Jersey
JE2 3RP

Gibraltar and Isle of Man

Phone: 01624 615447

In writing: 
Customer Service Team 
Lombard Manx Leasing
PO Box 252
Royal Bank House
2 Victoria Street
Douglas
Isle of Man
IM99 1GP

  • For UK and Ireland – Calls cost no more than regular calls to geographic numbers (01 or 02) and are included in inclusive minutes and allowances. 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.
  • For the rest – Calls may be recorded. Standard charges apply.

Specific services

Service Contact details

Lombard Vehicle Management

Email: lvmsupport@lombard.co.uk

Lombard Marine Finance

Phone: 023 8024 2171

In writing: 
Lombard Marine Finance 
PO Box 464
Templars Way
Chandlers Ford
Eastleigh
Hants
SO53 3US

Lombard Technology Services

Phone: 020 8236 7800

In writing:
Lombard Technology Services
Lombard House
The Waterfront
Elstree Road
Elstree
Herts
WD6 3BS

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.

Calls may be recorded. Maximum 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.

Payment Protection Insurance (PPI) and Commission (Plevin) complaints

Complaints regarding the sale of  Payment Protection Insurance (PPI), or complaints regarding undisclosed commission (Plevin) can be made by phone, in writing or by email to your team in the General or Specific Services section above.

 

29th August 2019 PPI Complaints deadline

 

The Financial Conduct Authority (FCA) has set a deadline of 29 August 2019 to complain about the sale of PPI– you will not be able to complain after this date.

Until this date, you can complain about the following:

 

PPI Mis- Sale

 

You can complain about the sale of PPI yourself – and avoid paying a claims management company – by following these 4 steps:

 

  1. Check if you have or had PPI
  2. Consider whether to complain about PPI
  3. Make the complaint yourself – for free
  4. Wait up to 8 weeks for a final response

Complaints regarding the sale of PPI, or complaints regarding undisclosed commission, must be received into the RBS group before midnight on the 29th August 2019 in order to be dealt with. Any complaints received after this deadline will be returned and we will be unable to process this request.

 

Undisclosed PPI Commission (Plevin)

 

On 2 March 2017, the FCA published a policy statement (PS17/3) introducing, among other things, new rules and guidance concerning the handling of PPI complaints in light of the Supreme Court’s decision in Plevin v Paragon Personal Finance Ltd (Plevin).  The Plevin judgment concerned a claim under s.140A of the Consumer Credit Act 1974 about the non-disclosure by a lender of the level of commission on a PPI contract.

 

This provided that, as a result of Plevin, you may now be able to complain about the level of commission from your PPI sale that was not made clear to you when you purchased it.  The impact of this is that you may be entitled to compensation, in relation to this commission, even if you were not mis-sold PPI.

 

Who can make a Commission Only (Plevin) complaint?

 

If you have not previously complained about PPI you should consider:

 

  • If you want to make a complaint about the mis-sale of your PPI Policy.  As part of this complaint we will consider undisclosed commission even if you don’t mention it. (PPI Mis-sale Complaint form)
  • You can choose to make a complaint only about commission however this will not consider any potential PPI mis-sale. (Commission Only (Plevin) complaint form)

If you have already complained about PPI you should consider;

 

  • If your PPI complaint was rejected you may be able to make a new complaint about undisclosed commission.
  • If your complaint was successful, and you received some or all of your money back, you will not receive further compensation for a complaint about undisclosed commission as there is no remaining loss that you need to be compensated for.

If you complained about PPI after late 2015, you should already have been informed in writing whether we will consider undisclosed high commission as part of your complaint. (Please check the decision issues if you are unsure).

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.

How long will it take?

We are committed to resolving your complaint fairly and quickly. In most cases, if you contact us with your concerns as soon as you have them, we can agree a solution with you.

 

Within one week

We aim to resolve your complaint straight away. However, if we aren't able to do so within a week, we will write to tell you:

  • Why we haven't resolved it yet
  • Who is dealing with your complaint
  • When we'll contact you again 

More than two weeks

We usually resolve most complaints within two weeks. If your complaint is particularly complex, it may take longer.

We'll be in touch regularly until your complaint has been resolved.

More than eight weeks

If we can’t agree an acceptable resolution to your complaint within eight weeks we will either:

  • Send you a letter giving reasons for the delay and an indication of when we expect to provide a decision
  • Issue our decision letter, which will explain our final position
Financial Ombudsman Service

It's our aim to resolve all complaints internally. But if you're not satisfied with our suggested resolution, or if eight weeks have passed since you first brought your complaint to our attention, you may be able to refer it to the Financial Ombudsman Service. In order for them to look into your complaint, you must contact them within six months of the date of any final response we've issued.

Complaints relating to a finance agreement regulated by the Consumer Credit Act (CCA) or to a contract of general insurance 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.

The Financial Ombudsman Service offers a free independent service and can help with most financial complaints, but there are some limitations. Contact them directly for further information.

Visit financial-ombudsman.org.uk

Contact details

Phone:

0800 023 4567
0300 1239 123

Lines are open Mon-Fri, 8am-8pm
Sat 9am-1pm

In writing:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Finance and Leasing Association (FLA)

The FLA is the leading trade association for the consumer credit sector in the UK, promoting best practice in lending and leasing.

They have two Codes of Practice that require members to deal fairly and responsibly with their customers:

The 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, setting out standards of good practive in consumer lending and providing assurance to customers that they can buy with confidence from FLA members. Member companies are bound by the Code at all times in their dealings with borrowers.

Monitored by a group made up of independent consumer representatives and a selection of finance houses, each FLA member has a code compliance officer and internal auditing procedures that ensure they comply.

Visit fla.org.uk

Contact details

Phone:

020 7836 6511 

In writing:

The Compliance Manager
Finance & Leasing Association
15-19 Kingsway
London
WC2B 6UN

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