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Make a complaint

We aim to provide excellent customer service, but sometimes things do not go quite right and just occasionally we may get things wrong.

If LendingCrowd fails to meet your expectations, or makes a mistake, we want to rectify this for you as quickly as possible. Please do tell us about our shortcomings so that we can put matters right. We seek to Treat Customers Fairly in accordance with the principles set out by the Financial Conduct Authority.

Your complaint will be treated independently with an unbiased approach. If it is related to any processes/procedures that we have, these will be reviewed in an attempt to prevent a recurrence.

To help us investigate your complaints more efficiently, please include the following information:

  • The subject of your complaint
  • The details of your complaint
  • The relevant date(s)

Let us know about your concerns by:

Customer Support
23 Manor Place
Edinburgh EH3 7DX

We will then address your complaint in accordance with the following steps:

Step 1

We will aim to resolve your complaint within 3 business days. However, if your complaint requires further investigation we will acknowledge receipt of it by email/post and keep you notified of the progress we are making.

We hope that we are able to resolve your complaint in the first instance. However, should you remain unhappy, please refer to the next step.

Step 2

If you are unhappy with the response you have received please let the customer support team know, by phone, email, or post. The complaint will then be referred to a member of the Management Team of LendingCrowd who will respond directly to you within 5 business days.

It is expected that this process will bring the matter to a mutually agreeable solution, but if you remain unhappy then you can progress to the final stage of the Complaints Procedure.

Step 3

If we have issued a final response to your complaint and you remain unsatisfied, or if we have failed to provide a response to your complaint within 8 weeks of you raising it, then you have the right to go to the Financial Ombudsman Service.

Unless the Ombudsman believes there are exceptional circumstances for any delay, you must refer any complaint to the Ombudsman within 6 months of the date of our final response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.

Full details of their service and how to contact them can be found at:

Financial Ombudsman Service
Exchange Tower
London E14 9SR


If you invest through LendingCrowd you should understand that your capital is at risk.

LendingCrowd is the trading name of Edinburgh Alternative Finance Limited, Company Number SC468392, authorised and regulated by the Financial Conduct Authority (Firm reference number 670991). LendingCrowd and its products are not covered by the Financial Services Compensation Scheme.

Read more about the risk involved when investing and borrowing.

The company's registered office is 23 Manor Place, Edinburgh, EH3 7DX.

Copyright © LendingCrowd 2020. All rights reserved.

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