Complaints

At Lendology, we’re committed to providing a fair, helpful and friendly service. But we know that sometimes things can go wrong. 

If you’re unhappy with any part of our service, we want to hear from you. We’ll listen to your concerns, look into what happened and work to put things right where we can. 

How to make a complaint 

If you’re unhappy with our products or services, you can contact us in whichever of these ways works best for you. 

By email 
[email protected] 

By phone 
01823 461099 

In writing
Lendology CIC 
Heatherton Park Studios 
Bradford on Tone 
Taunton 
TA4 1EU 

What happens after you complain? 

We aim to make the complaints process as straightforward as possible. 

1. We’ll acknowledge your complaint
   
   We aim to send you a written acknowledgement within five working days. We’ll let you know who’s handling your complaint.
2. We’ll look into your concerns
   
   We’ll investigate your complaint fairly and carefully. We may contact you if we need more information, and we’ll keep you updated on our progress.
3. We’ll explain our decision
   
   Within eight weeks, we’ll send you a final response or explain why we need more time. We’ll tell you what we’ve found and what we’ll do to put things right, where appropriate. 

What if you’re unhappy with our response? 

If you’re not satisfied with the outcome of your complaint, you may be able to ask the Financial Ombudsman Service to review it independently. 

You should normally give us the opportunity to complete our complaints process first. If you want to refer your complaint to the Financial Ombudsman Service, you must do so within six months of receiving our final response. 

Contact the Financial Ombudsman Service 

Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567 

We’re always looking to improve 

We take every complaint seriously. Your feedback helps us identify problems, improve our services and provide a better experience for our customers.