Making a complaint

How to give us feedback 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

Whatever it is you want to tell us about, we'll make the complaints process simple and easy for you to talk to us.

Take action quickly

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

Ensure you're satisfied

We'll give your complaint the necessary attention it deserves to make sure you're happy with with how your complaint is resolved.

Tell us about your general complaint

Select your area for contact details.

What to do if you have a complaint

Lombard complaints guide (PDF, 283 KB)

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 the financial ombudsman website

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)

If a customer feels that a member firm has not complied with the Business Finance Code, they can contact the FLA and take advantage of the complaints service that it operates.

Guidance on how to make a complaint to the FLA can be found on the FLA website.

Visit the FLA website

Contact details

Business Finance Code Enquiries
Finance & Leasing Association
Imperial House
8 Kean Street
London WC2B 4AS

Fax: 020 7420 9600

Email: business.finance@fla.org.uk.

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