Complaints process

Our commitment to you

We want to give you the best possible service, but sometimes we get things wrong. If that happens we want to know about it, put it right and learn from it. If you make a complaint to us, we will deal with it fairly, sensitively and positively. This note sets out the steps we will take when handling your complaint and what to expect from us.

How to make a complaint

1

Calling us is the quickest way to tell us about your complaint and we will always try to resolve your concerns there and then. Alternatively you can send an email or letter and we’ll look in it to it as soon as possible.

2

Where we need to look a little deeper into things, we’ll let you know that we’re doing that as quickly as we can.

3

We will review your complaint and send a ‘final response’ within 8 weeks that lets you know what we have found. If we can’t respond within 8 weeks, we’ll get in touch to let you know.

4

If you’re still not happy with our ‘final response’, or we didn’t reply within 8 weeks, you can take your case to an Ombudsman for an independent review. For financial service accounts, like loans, use the Financial Ombudsman Service. For non-financial service accounts, like mobile phone accounts, use the Dispute Resolution Ombudsman.

How to get in touch with us

Telephone: to speak to our Customer Relations team, call 0800 542 0058, Monday to Friday, between 8am and 6pm


Email: complaintsresolution@lowellgroup.co.uk


Post: Customer Relations, Lowell Financial Ltd, PO Box 1411, Northampton, NN2 1BQ

Help us to help you

For more information

Financial Ombudsman Service

Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Phone: 0800 0 234 567 or 0300 123 9 123

Email: complaint.info@financial-ombudsman.org.uk

Visit their website

Dispute Resolution Ombudsman

Post: Premier House, First Floor, 1-5 Argyle Way, Stevenage, Hertfordshire, SG1 2AD

Phone: 0333 241 3209

Email: info@disputeresolutionombudsman.org

Visit their website

If you want us to speak to someone else about your complaint, we need you to give us a clear instruction to do this – like a letter telling us their details and that you agree that we can speak to them about your account.

If there is anything else you need us to do so you can use this service, please let us know and we will do our best to help.

Lowell Financial Ltd is a member of the Credit Services Association (CSA) and we subscribe to their Code of Practice. If you believe we have breached this code at any point, you may refer your concerns to the CSA. A copy of the code, including the CSA complaints procedure, is available on their website at the following address: www.csa-uk.com.

We are authorised and regulated by the Financial Conduct Authority in respect of consumer credit regulated accounts and adhere to the Credit Services Association (CSA) Code of Practice. Lowell Financial Ltd is part of Lowell, one of Europe’s leading credit management companies. We are committed to taking an ethical approach to debt recovery. Our aim is to work with all of our customers to agree the right solution for their individual circumstances.

 

Lowell Financial Ltd
Registered Office:
Ellington House
9 Savannah Way
Leeds Valley Park West 
LEEDS
West Yorkshire
LS10 1AB
Company Registration No: 4558936