Last Updated: 19th November 2024
Complaints Policy
At Lend-In, we are committed to providing the highest level of service to all our clients. We aim to ensure that all our business lending solutions meet your needs and expectations. However, we understand that, from time to time, issues may arise. Should you have any concerns or complaints, we encourage you to share them with us so we can address and resolve the matter promptly.
This Complaints Policy outlines how you can raise a complaint, how we will handle it, and the steps we will take to resolve the issue.
1. Making a Complaint
If you are dissatisfied with any aspect of our services, we want to hear from you. To make a complaint, please follow these steps:
Contact Us:
You can contact us via the following methods:
Email: complaints@lend-in.co.uk
Phone: 020 3965 0011
Post: Lend-In Complaints Department, 86-90 Paul St. | London | EC2A 4NE
Please provide as much detail as possible to help us understand your concern, including:
- Your full name
- Your contact details
- A description of the issue
- Any relevant documentation or correspondence
Alternative Dispute Resolution (ADR):
If you are unable to resolve the complaint directly with us, you may wish to explore alternative dispute resolution options. This may include independent mediation or referring the issue to the Financial Ombudsman Service (FOS), if applicable.
2. Acknowledging Your Complaint
Once we receive your complaint, we will:
- Acknowledge receipt of your complaint within 3 business days.
- Provide you with a reference number for your complaint.
Outline the next steps in the process and an estimated timeframe for resolution.
3. Investigating Your Complaint
Our team will conduct a thorough investigation of your complaint. This may include:
- Reviewing the facts and circumstances surrounding your complaint.
- Contacting you for additional information if necessary.
- Consulting relevant team members or third parties involved.
We aim to resolve complaints as quickly as possible. In most cases, we will provide a response within 15 business days. If we require additional time to fully investigate the matter, we will keep you updated on our progress and provide a clear timeline for resolution.
4. Our Response to Your Complaint
Once we have completed our investigation, we will send you a detailed response. This response will include:
- A summary of our findings.
- The outcome of our investigation.
- Any action we intend to take to resolve the issue.
- An explanation of your rights to escalate the complaint, if necessary.
5. Escalation of Complaints
If you are not satisfied with the resolution we offer, you can escalate the complaint to:
- The Financial Ombudsman Service (FOS): If your complaint relates to business lending or financial services, you have the right to refer the matter to the Financial Ombudsman Service. The FOS is an independent body that can provide a free and impartial service for resolving complaints.
You can contact the FOS at:
- Website: www.financial-ombudsman.org.uk
- Phone: 0800 023 4567
Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Please note that you must contact the FOS within 6 months of receiving our final response.
6. How We Handle Complaints
We take complaints seriously and treat them as an opportunity to improve our services. Your feedback helps us identify areas where we can enhance our offerings and better serve our clients.
In line with our commitment to transparency and continuous improvement, we will:
- Maintain records of all complaints and their resolutions.
- Review complaints regularly to ensure our processes and procedures are effective.
- Make necessary changes to prevent similar issues from arising in the future.
7. Contact Information
For further information or if you have any questions regarding this policy, please feel free to contact us:
Email: complaints@lend-in.io
Phone: 020 3965 0011
Post: 86-90 Paul St. | London | EC2A 4NE
We are here to assist you and will make every effort to resolve your concerns swiftly and fairly.