Complaints

Making 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’s actions, or mistakes we make, result in a poor customer outcome, we want to rectify this for you as quickly as possible. Please do tell us about any form of dissatisfaction so that we can review the facts and, if appropriate, 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 assessed by our experienced relationship management team who approach each complaint 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
• Your desired outcome
• The relevant date(s)

Let us know about your concerns by:

• Email: complaints@lendingcrowd.com
• Telephone: 0345 564 1600
• Post:

Customer Support
LendingCrowd
50 Lothian Road
Festival Square
Edinburgh
EH3 9WJ

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

Step 1

We will acknowledge the receipt of your complaint as soon as possible, no later than 3 business days after receipt.

Step 2

We will work to provide a final response as soon as possible, however, if your complaint requires more time to investigate, we will keep you notified of the progress we are making.

Step 3

Once we have completed our investigation we will issue a final response with a summary of your complaint and our findings. This final response will confirm if we:

The final response will enclose or attach a copy of the Financial Ombudsman Service’s standard explanatory leaflet and shall be issued no later than 8 weeks after we receive your complaint.

Step 4

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 escalate your complaint to the Financial Ombudsman Service (FOS).

Unless the FOS believes there are exceptional circumstances for any delay, you must refer any complaint to the FOS within 6 months of the date of our final response. If you do not refer your complaint in time, the FOS 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 the FOS jurisdiction and activity, and how to contact them, can be found at:

• Website: www.financial-ombudsman.org.uk
• Telephone: 0800 023 4567