Complaints Policy

CC Financial Solutions Ltd trading as Lendle

1. Our Commitment

We are committed to providing a high standard of service. If you are dissatisfied with any aspect of our service, we want to hear from you.

We will:

Treat your complaint fairly, consistently and promptly
Investigate thoroughly and impartially
Keep you informed throughout the process
Resolve complaints as quickly as possible
Learn from complaints to improve our services

Complaints are handled in accordance with the Financial Conduct Authority (FCA) Dispute Resolution (DISP) rules.

There is no charge for making a complaint.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, about the provision of, or failure to provide, a financial service or product by us, which alleges that you have suffered (or may suffer) financial loss, distress, inconvenience or other detriment.

This includes concerns about:

The service we have provided
Delays or administrative errors
The conduct of our staff
Communication or information provided
How we have handled your data
Any action (or failure to act) by us

3. How to Make a Complaint

You can contact us using any of the following methods:

Email: hello@lendle.co.uk

Telephone: 01204 899220

Post:

Complaints Team
CC Financial Solutions Ltd
Unit 13a, 1st Floor Offices
Dunscar Business Park
Blackburn Road
Bolton
BL7 9PQ

Please include your name, contact details, and a description of your complaint so we can investigate efficiently.

4. Our Complaints Handling Process

Step 1 – Acknowledgement

We will acknowledge your complaint within 3 business days of receipt.

If your complaint is resolved within this period, we will send you a Summary Resolution Communication confirming the outcome and your right to refer the matter to the Financial Ombudsman Service (FOS) if you remain dissatisfied.

Step 2 – Investigation

If your complaint requires further investigation:

We will investigate fairly and impartially
We may contact you for additional information
We may liaise with lenders or third parties where necessary
We will keep you informed of progress

Step 3 – Final Response

We will provide a Final Response within 8 weeks of receiving your complaint.

Our Final Response will:

Explain the outcome of our investigation
State whether we uphold your complaint
Explain any redress or remedial action
Inform you of your right to refer the complaint to the Financial Ombudsman Service
Include the Ombudsman’s contact details

If we are unable to provide a Final Response within 8 weeks, we will write to explain why and inform you of your right to refer the complaint to the Financial Ombudsman Service.

5. Financial Ombudsman Service (FOS)

If you are not satisfied with our Final Response — or if 8 weeks have passed and you have not received one — you may refer your complaint to the Financial Ombudsman Service.

You must refer your complaint within 6 months of the date of our Final Response letter.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Website: www.financial-ombudsman.org.uk

Freephone: 0800 023 4567

Phone: 0300 123 9123

The Financial Ombudsman Service is an independent body set up by Parliament to resolve disputes between consumers and financial firms.

6. Complaints About Third Parties or Lenders

If your complaint relates to a lender or third-party provider:

We may need to share details of your complaint with them to investigate fully
We will inform you if this is necessary
We will remain responsible for handling your complaint in accordance with FCA rules where the complaint relates to our activities
Where appropriate, we may direct you to the relevant organisation if the matter falls outside our responsibility

7. Vulnerable Customers and Accessibility

We recognise that some customers may be in vulnerable circumstances.

If you require additional support — including alternative communication formats (large print, accessible formats) or assistance due to health, disability or language needs — please inform us and we will make reasonable adjustments.

8. Record Keeping and Governance

We:

Maintain a formal complaints register
Monitor complaints trends to identify root causes
Report complaints data to senior management
Provide regular staff training in complaints handling
Use complaint outcomes to improve our services

All complaints are handled confidentially and in accordance with our Privacy Policy.

9. Consumer Duty Commitment

In line with the FCA’s Consumer Duty, we aim to deliver good outcomes for retail customers. Complaints help us identify where improvements are required, and we take them seriously as part of our governance and oversight framework.

Complaints Policy