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Complaints Policy

Lendle.co.uk is committed to providing services of the highest standards. If something goes wrong, we want to know. Your feedback helps us put things right and improve our service for all customers.

We will handle your complaint fairly, promptly, and free of charge, in line with our obligations under the Financial Conduct Authority’s (FCA) DISP rules.

How to make a complaint

You can contact us using any of the following methods:

Email:
hello@lendle.co.uk

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

Phone:
If you prefer to make a complaint by telephone, please call us on 01204 899220.
If we need to refer to confidential information or send important documents, we may communicate by post, so please include your full postal address.

If you would rather communicate in writing for security reasons, please contact us by email or post.

What happens next

When we receive your complaint, we will:

  • Acknowledge your complaint within 3 business days.
  • If we can resolve your complaint to your satisfaction within this time, we will send you a Summary Resolution Communication, as required by the FCA.
  • Investigate your concerns fairly, promptly and impartially.
  • Provide a Final Response within 8 weeks, in a durable medium (email or post).

This letter will detail:

  • our investigation,
  • our decision,
  • any redress offered (if applicable), and
  • your right to refer the matter to the Financial Ombudsman Service.

We will also:

  • Keep you informed if delays occur and explain why, including your rights if we cannot issue a Final Response within 8 weeks.

If you are unhappy with our Final Response

If you remain dissatisfied after receiving our Final Response or if 8 weeks have passed and you have not received one, you may be able to refer your complaint to:

Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR

Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9123

You must contact the Ombudsman within 6 months of the date of our Final Response.

The Financial Ombudsman Service is free, independent, and impartial.

The Ombudsman can only consider complaints made by eligible complainants. We will tell you if your complaint does not meet FOS eligibility.

Complaints about lenders or third-party providers

If your complaint relates to a lender or another third-party service involved in your application, we may need to refer the complaint to them. If this happens, we will notify you promptly and tell you how the third party will handle your complaint.

Improving our service

We review all complaints to help us improve our internal processes, staff training, and customer service. This forms part of our commitment to the FCA’s Consumer Duty and our obligation to deliver good outcomes for customers.

Head Office