Complaints: what to do if you think something is wrong

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.

Complaints: what to do and what happens


Calling us is the quickest way to tell us about your complaint and we will always try to resolve your concerns there and then. Alternatively you can send an email or letter and we’ll look in it to it as soon as possible.


Where we need to look a little deeper in to things, we’ll let you know that we’re doing that as quickly as we can.


We will review your complaint and send a ‘final response’ within 8 weeks that lets you know what we have found. If we can’t respond within 8 weeks, we’ll get in touch to let you know.


If you’re still not happy with our ‘final response’, or we didn’t reply within 8 weeks, you can take your case to an Ombudsman for an independent review.

For financial service accounts, like banks overdrafts and loans, use the Financial Ombudsman Service

For non-financial service accounts, like mobile phone accounts or gas and electric bills, use the Dispute Resolution Ombudsman

If you do go to an Ombudsman, they will check that they can deal with your case – they may not be able to as there are rules about what they can and cannot do.

For more information:

Financial Ombudsman Service

Website: www.financial-ombudsman.org.uk

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

Dispute Resolution Ombudsman

Website: https://www.disputeresolutionombudsman.org

Post: Premier House, First Floor, 1-5 Argyle Way, Stevenage, Hertfordshire, SG1 2AD

Phone: 0333 241 3209

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 1BQon their website.

Help us to help you

To help us deal with your complaint as quickly as possible, when you contact us we will ask you for the following information – • the account details • what it is that you are not happy about and want us to look in to • what you would like us to do to fix things • how you would like us to contact you – phone, letter, or email

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