How to Complain
We do our best to make sure everything is clear, fair, straightforward and timely for you, so it’s not often we receive complaints. But if we do, there are measures in place to make sure it’s taken seriously. The best way for us to understand and sort out your complaint, is for you to call our Head of Lending Services on: 020 3302 4020 between 10am and 5pm Monday to Friday. We can resolve most complaints there and then.
If calling isn't convenient you can:
Email us: firstname.lastname@example.org
Write to: Complaints Department, Jeremy Lawrence Ltd, 17 Ensign House, London, E14 9XQ
What we'll do about your complaint
We'll do everything we can to resolve your complaint as soon as we receive it.
Occasionally, for more complex issues, we need more time to fully investigate your concerns. If this is the case, we'll send you letter to let you know that’s happening. It will clearly set out the next steps and when you can expect to hear from us. We'll keep you updated of the progress throughout our investigation, so you’ll always know where you stand.
Following up an existing complaint
If you need an update, or would like to give us some more information, it’s best to call us on 020 3302 4020 between 10am and 5pm Monday to Friday.
However, if that’s not convenient, you can email us at email@example.com. Please quote the reference number you were given when we first responded to your complaint, as this will help us get back to you more quickly.
The Financial Ombudsman Service
If you're not happy with our final decision about your complaint, you may be able to refer it to the Financial Ombudsman Service. This is an independent and impartial organisation, which helps settle disputes between consumers and any financial services business.
For the Ombudsman to look into your complaint you must have tried to resolve it with us first or it must have been over 8 weeks since you first raised your complaint. So please do contact us first, in the ways given above.
You can contact the Financial Ombudsman Service by:
Post: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR