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

Step one

Calling us is the quickest way to tell us about your complaint and we’ll always try to resolve your concerns there and then. Alternatively, you can use the form on the contact us page or send an email or letter and we’ll look into it.

Contact us
2

Step two

We'll make a record and send an acknowledgement of your complaint before doing everything we can to resolve it quickly. We'll get back in touch with you to discuss the problem and try to agree a solution with you.

3

Step three

If we can resolve your complaint within 3 business days following the day we received it, we’ll send you confirmation of this and let you know about the Financial Ombudsman Service (FOS).

4

Step four

Although we have 56 days to resolve your complaint, we’ll send you our final response as soon as we’ve completed our investigation. If we haven’t been able to provide a full response to your complaint by day 28 (4 weeks), we’ll write to you to confirm our investigations remain ongoing.

5

Step five

If we haven’t been able to finalise our investigation within 56 days, we’ll send you a letter to tell you what steps you can take. This will include letting you know you can go to the Financial Ombudsman if you’d prefer not to wait until we’ve finished our investigation.

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 on their website.

Help us to help you

More information

In the unlikely event of us not being able to provide you with our final response within 56 days, we’ll write to you with a progress update and include details of which Ombudsmen you have a right to complain to and how to do this. Our final response to you will clearly explain our investigation of your complaint, our decision and any remedial action suitable to your individual circumstances.

If you remain dissatisfied with our decision, you have six months from the date of our final response to refer your complaint to the Financial Ombudsman Service.

What is FOS?

The Financial Ombudsman Service (FOS) is a free, independent and impartial body that investigates complaints between individual customers and companies when they’re not able to resolve the complaint between them.

Learn more

What is DRO?

The Dispute Resolution Ombudsman (DRO) is free independent and impartial body that investigate non-financial service complaints (i.e Telecommunications) between individual customers and companies when they’re not able to resolve the complaint between them.

Learn more

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

The Online Dispute Resolution (ODR) can put you in touch with the right body to help you resolve your complaint. You have the right to refer any complaint to them for products and services bought online (or by other electronic means) under EU regulation from 15 February 2016.

As we’re a UK financial services business, the ODR will still refer you to the Financial Ombudsman Service as the alternative dispute resolution body. The Financial Ombudsman Service will refer you back to our complaints process unless you’ve already been through this. So, you might prefer to go straight to the Financial Ombudsman Service after you’ve been through our complaints process. If you decide to use the ODR platform, when you complete the form online please include the email address customerrelations@lowellgroup.co.uk as our contact point.

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