Complaints process

What to expect when you contact us

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. Below, we explain the Lowell complaints process including the steps we will take when handling your complaint and what to expect from us.

  • If you’re unhappy about something, you can make a complaint by following the steps below.
  • However you choose to contact us, we'll do our best to resolve the issue straight away and we will always meet any deadlines set by authorities or required by law.
  • If the issue is more complex or we can’t resolve the problem directly, we'll promptly write to you to acknowledge your complaint.
  • We'll respond to your complaint within 8 weeks and will keep you updated on our progress. Once we have completed our investigation, we will send you our final response. In it, we will detail what we will do to put things right or explain our position.
  • We’re committed to making our customer experience as good as it can be and consistently review where things may have gone wrong so that it works better next time.

How to make a complaint

Step one

Calling us is the quickest way to make a complaint and we’ll always try to resolve your concerns there and then. Alternatively, you can use the form on the complaints page or write to our Customer Relations team at Lowell Financial Ltd, PO Box 13079, Harlow, CM20 7TE and we’ll look into it.

If your complaint is about a debt that you don’t believe belongs to you, please contact us before you complete a Lowell Financial complaints form.

Step two

We'll record your complaint and do everything we can to resolve it quickly. If we can resolve your complaint within 3 business days following the day we received it, we’ll send you confirmation of this and we’ll also let you know about the Ombudsman Services at this time.

Step three

For more complex issues, we may need more time to investigate your concerns. If this is the case, we'll send you an acknowledgement letter outlining the next steps and when you can expect to hear from us. You can also track the progress of your complaint on our digital portal. Once we've completed a thorough investigation, we'll provide you with a final response. This will outline the details of our investigation, how we reached our decision, and what we’re going to do to put things right. It may also provide information about the Ombudsman Service, if you're not satisfied.

How to get in touch with us

Call 0333 556 5552, 8am-8pm Monday to Friday, and 8am-2pm on Saturday. We're closed Sundays and Bank Holidays.

Post: Customer Relations, Lowell Financial Ltd, PO Box 13079, Harlow, CM20 7TE.

Contact us using our complaints form.

If we have contacted you about a debt and you don't think it belongs to you, please contact us before completing a complaints form.

Help us to help you

More information

In the unlikely event of us not being able to provide you with our final response within 56 days, we’ll write to you with a progress update and include details of which Ombudsmen you have a right to complain to and how to do this. Our final response to you will clearly explain our investigation of your complaint, our decision, and any remedial action suitable to your individual circumstances.

If you remain dissatisfied with our decision, you have six months from the date of our final response to refer your complaint to the Financial Ombudsman Service.

Complaints data

Your feedback is important to us as it gives us an opportunity to improve. If you’d like to know more about the complaints we receive, you can find out more by visiting our complaints data page.

What is FOS?

The Financial Ombudsman Service (FOS) is a free, independent and impartial body that investigates complaints between individual customers and companies when they’re not able to resolve the complaint between them.

Learn more

What is DRO?

The Dispute Resolution Ombudsman (DRO) is free independent and impartial body that investigate non-financial service complaints (i.e Telecommunications) between individual customers and companies when they’re not able to resolve the complaint between them.

Learn more

Financial Ombudsman Service

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

Visit their website

Dispute Resolution Ombudsman

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

Phone: 0333 241 3209

Email: info@disputeresolutionombudsman.org

Visit their website

The Online Dispute Resolution (ODR) can put you in touch with the right body to help you resolve your complaint. You have the right to refer any complaint to them for products and services bought online (or by other electronic means) under EU regulation from 15 February 2016.

As we’re a UK financial services business, the ODR will still refer you to the Financial Ombudsman Service as the alternative dispute resolution body. The Financial Ombudsman Service will refer you back to our complaints process unless you’ve already been through this. So, you might prefer to go straight to the Financial Ombudsman Service after you’ve been through our complaints process. If you decide to use the ODR platform, when you complete the form online please include the email address complaintsresolution@lowellgroup.co.uk as our contact point.

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:
No.1 The Square 
Thorpe Park View
Thorpe Park 
LEEDS
West Yorkshire
LS15 8GH
Company Registration No: 4558936