Complaints procedure

How to complain

Tell us what happened, what you would like us to do, and the best way to contact you. Include your reference number if you have one.

• Email: info@lendingbox.co.uk (please put “Complaint” in the subject line)
• Post: Complaints, Lending Box Ltd, 128 City Road, London EC1V 2NX

What happens next

• We will acknowledge your complaint within 3 business days and tell you who is handling it.
• We will investigate fairly and keep you updated.
• We will send you our final response in writing within 8 weeks of receiving your complaint. If we need longer, we will tell you why and when to expect it.

If you are not happy with our response

Lending Box is a commercial finance broker and is not authorised by the Financial Conduct Authority. Most lending to limited companies and LLPs is not regulated, so the Financial Ombudsman Service may not be able to consider a complaint about us.

• If your complaint is about a lender or finance provider, you can complain to them directly. Many lenders are covered by the Financial Ombudsman Service or the Lending Standards Board, and they will explain your options.
• If your complaint is about how we used your personal data, you can contact the Information Commissioner’s Office at ico.org.uk.
• You may also seek independent legal advice.