Complaints Policy

How to make a complaint

At The Local Loan Company our customers are at the heart of our business. We aim to provide a high standard of customer care and satisfaction. We therefore take all complaints very seriously and will try to put things right.


Contact your Agent

Should you have a complaint, the first person you should speak to is your Agent, who will hopefully be able to help you with any questions or concerns you may have. What’s more, you know when they’ll be calling at your home to collect repayments so you can speak to them about any problems which have arisen.


Contact us

If you do not have an Agent, or if your Agent is not able to help with a particular complaint, you can contact us at Head Office. Our team will be happy to take your call and look into your complaint.


Marketing opt out

If you have received a letter or SMS from us and would like to opt out of future marketing communications, please email info@thelocalloancompany.co.uk and in the subject line 'Remove me from Marketing' option, along with your Name, Address, Account Number (if applicable)

To log a complaint with us, you can contact us via the following methods:


Online

(Can we create an on-line form for this?)

Nature of enquiry i.e. Complaint

Name, Address, Email address, mobile telephone number, landline telephone number, account number, Have you made your agent aware prior to contacting us today? What is the nature of your complaint? Comments? How would you like us to resolve your complaint?


Phone- 02037941265

Letter - You can write to us with your complaint and send it to:

Customer Complaints Team

The Local Loan Company (LCUK Finance UK Ltd)

Sterling House
Langston Road
Loughton
Essex
IG10 3TS


Email: info@thelocalloancompany.com

Before you contact us, please have the following ready:
  1. A detailed description of your complaint
  2. What you would like us to do
  3. Your name and address
  4. A daytime telephone number and the best time to contact you
  5. Any relevant agreement or customer numbers
After your complaint is received

We will try to resolve your complaint as quickly as possible and to your satisfaction. If we cannot immediately do so we will keep you updated on the progress being made to resolve your complaint. If you have an ongoing complaint which you wish to discuss you can call the complaints team on 02037941265

Our complaints process

It is our aim to deal with complaints as soon as they arise.   However, in some circumstances we may require more time to properly investigate your complaint.  There is a defined timescale that the Customer Service  Team will work to in order to deal with your issue:

By day 5

We will try to provide a resolution to your complaint.  If we are unable to do this, we will send you a letter confirming that we are still investigating.


By day 28 (four weeks)

During the investigation we aim to keep you informed.  If we have been unable to provide a full response to your complaint by this time we will write to you with an update.


By day 56 (eight weeks)

In the unlikely event that we have been unable to resolve your complaint within 56 days we will send you a further update.  This will include information on how to refer your complaint to the Financial Ombudsman Service.


If we do not resolve your complaint to your satisfaction, or we have not issued a full response within 8 weeks from when you first let us know about your concerns, you may refer your compliant to the Financial Ombudsman Service.


The Financial Ombudsman Service is an impartial representative that settles complaints between individual customers and businesses when a satisfactory outcome cannot be reached between the two. You normally need to do this within six months of receiving our final response.


For more information you can click on the link below;

http://www.financial-ombudsman.org.uk/consumer/complaints.htm