Complaints and troubleshooting

Common troubleshooting solutions and information on making a complaint

What do I do if I’ve forgotten my password?

Your online password is quick and easy to reset. Just go to the login page and select ‘Forgotten password?’ where you’ll be asked to enter your email address. Then we’ll email you instructions for how to change your password.

What if I haven’t received a registration email?

If you’ve tried to register online but haven’t received a registration email, please check your junk folder. If, after 10 minutes, you still haven’t received the email, please try to register again. Make sure to double check that your email address is spelled correctly.

Why can’t I see all of my accounts online?

If you have more than one account with us but can’t see them on your online account, it could be that your personal details for each one are slightly different. Please make a note of your Lowell reference numbers and get in touch with us so that we can fix the problem.

Why can’t I register online?

If you’re not able to register online, it could be because we’ve got out-of-date information about you. Things like your address, telephone number or even your surname might have changed. Please let us know if you’re struggling to register online, so that we can fix the problem.

Why doesn’t my discount show online?

If you’ve been offered a discount that isn’t showing online, please check the expiry date of the discount on your letter. If the discount offer is within date, check the Lowell reference number on the letter and on the account you’re viewing online. If these don’t match, the discount will be for another account you hold with us. If they do match, get in touch to let us know that your discount isn’t showing online so we can help.

Why can’t I make a payment online?

If you can’t make a payment online, it might be because we can’t accept payments due to the status of your account. For example, your account might not be fully processed onto our system yet. A message should show on the ‘Manage account’ page telling you what’s happened. If not, please get in touch to let us know.

I’ve made a payment online but it’s not showing?

Please allow 3-5 working days for your payment to be processed. If it still isn’t showing after this time, let us know and we’ll check our system to see whether we’ve received it.

Can I change my contact details online?

Yes, you can change your contact number and email address whenever you need to. Just log in and select ‘My Profile’ in the top right corner. If you change your email address, the new email address will become your username for logging in.

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 send an email or 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.

To learn more, visit our Complaints Process page or view our latest Complaints Publication Report.