Complaints Policy

How to make a compliant

We aim to ensure accessibility for all. We therefore accept complaints by letter, email or by telephone. We try to be accessible friendly so will accept appropriate alternative communication methods. If we require further information or clarification, we may need to contact you so do ensure that you include the best method to contact you. It is free of charge to complain.

What will we do once we receive your compliant?

Your complaint will be referred to our Complaints Officer, Emma Lower, as soon as possible.  In the event that they are involved in the complaint, you will be referred to another member of the senior management team.

We will promptly acknowledge your complaint in writing as soon as practicable before starting our investigation.

Investigating and resolving your compliant

We will investigate your complaint fairly, thoroughly and promptly. This can take up to eight weeks, after which, we shall send a final response letter, which will either uphold or reject the complaint. In the unlikely event that the investigation has not concluded within eight weeks, we shall confirm this in writing, and why we have been unable to do so.

Appealing our Decision

If you do not believe our decision to be satisfactory, you are welcome to appeal this with the Financial Ombudsman Service. This must be done within six months of the date of our final correspondence letter. Failure to act within this time scale means the Ombudsman will not have our permission to consider your complaint and will only be able to do so in very limited circumstances.

Third Parties

Where we have reasonable grounds to believe another party may be solely or jointly responsible for a complaint, we may forward this or the relevant part of it, in writing to the other relevant party. In these circumstances, we will:

• forward the complaint to the other party promptly;
• inform you promptly as to why we have forwarded the complaint to another party and include contact details of that party; and
• comply with the relevant FCA complaints handling rules in relation to the part of the complaint that has not been forwarded, where we are jointly responsible.

Questions

If you have any questions about our complaints process, you can contact our Complaints Officer, Emma Lower, by:

Post: Heatherton Park Studios, Heatherton Park, Bradford on Tone, Taunton TA4 1EU

Phone: 01823 461 099

Email:   emma.lower@lendology.org.uk