Information on making a complaint

I'm getting letters for someone else, what do I do?

If you’re receiving letters from us for someone you don’t know, please get in touch to let us know. Our team will find out the correct address for the person we’re looking for.

What do I do if this isn’t my debt?

If you believe we’re contacting you about a debt that isn’t yours, please let us know. We’ll give you all the details we have about the account and we’ll ask you some questions to help us understand what’s happened.

How do I dispute my debt?

If you think something about your debt isn’t right, please get in touch and let us know. We’ll give you all the information we have about the debt, including the start date and the company the debt was taken out with.

If you still think something’s not right, we’ll look into the situation. To help us fix the problem quickly and easily, we’ll ask you to answer some questions.

How do I raise a complaint about Lowell?

We always want to give our customers the best possible service. But we understand this might not always happen. If you’re not satisfied with Lowell, we want to know about it, put it right and learn from it.

To make a complaint, you can give us a call and tell us what happened. Alternatively, you can visit our Complaints Process page and complete a complaints form, or send us a letter and we’ll look into it as soon as possible. Where we need to look a little deeper, our Customer Relations department will review your complaint.

They’ll send a ‘final response’ within 8 weeks that lets you know what they’ve found. If they can’t respond within 8 weeks, they’ll get in touch to make you aware.

If you'd like to raise a complaint, please visit our Complaints Process page.