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Complaints

We do our utmost to ensure the best possible level of service for our customers at all times. If, for any reason, you’re unhappy with the service you’ve received, we’d like to hear from you so we can do our best to put it right.

There are several ways you can get in touch:

Call us:
Give us a call on 020 3302 4020 (10am- 5pm, Monday to Friday).
A member of our trained customer service team will be on hand to do their best to resolve your issue for you, there and then.

Email us:
Send details of your complaint to info@jlmoney.co.uk

Write to us:
Complaints Department,
Jeremy Lawrence Ltd, Duke House,
15 Seymour Street, Royal Arsenal,
London, SE18 6SX

Remember to include your name, contact information, loan agreement number, details of your complaint and any supporting documentation in any written correspondence you send. If you know how you’d like us to resolve your issue, let us know; we’ll do our best to do just that.

How we’ll resolve your issue

We’ll do all we can to resolve your issue as quickly and seamlessly as possible. In some more complex cases, we may need a little more time to fully investigate your complaint. If that’s the case, we’ll send you written acknowledgement of your case and clearly set out our next steps, outlining how we plan to resolve your issue. We’ll also keep you updated throughout our investigation, ensuring you always know where you stand.

You can follow-up on your complaint at any time throughout the process. Simply give us a call on 020 3302 4020 (10am – 5pm, Monday to Friday) or email us on info@jlmoney.co.uk, quoting your loan agreement number.

Financial Ombudsman Service

We will always do everything we can to resolve your issue as efficiently as possible. If, however, you’re unhappy with our final decision, you may be able to refer it to the Financial Ombudsman Service. This is an independent and impartial organisation, set up to settle disputes between consumers and financial service providers. For them to look into it further, it must have been 8 weeks since you initially let us know about your complaint through the ways outlined above.

You can get in touch with the Financial Ombudsman Service in the following ways:

Email:  complaint.info@financial-ombudsman.org.uk

Telephone: 0800 023 4567

Post:

The Financial Ombudsman Service,
Exchange Tower,
London
E14 9SR

Find out more information at www.financial-ombudsman.org.uk.