Complaints Procedure

Our Complaints Procedure

We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. Contact us as soon as possible, via phone on 0330 0889 764 or by writing to: Lifestyle Loans The Complaints Department Unit G5, Frome Business Park Manor Road, Frome BA11 4FN

We will acknowledge your complaint promptly in writing and will include written details of our complaints handling procedures. We shall resolve it at the earliest opportunity with the aim of doing so within 8 weeks of receipt. Where we are able to provide a final response immediately, the acknowledgement may be combined with the final response. You will be kept informed of the progress of the investigation. If you are not happy with our firms response, if we reject your complaint or you do not hear from us within 8 weeks, the Financial Ombudsman Service may be able to help you. Financial Ombudsman Service Exchange Tower London E14 9SR

0800 023 4567 It’s a free, independent service for settling disputes between Lifestyle Loans and their customers. It can deal with complaints about a wide range of financial matters. The Financial Ombudsman Service will contact us to explain the details around your complaint and then decide whether to uphold your complaint.