Complaints Policy

Our commitment to you

At Lawrence Charlton each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times.

Many complaints can be resolved informally by discussing your issue with a member of our staff. We encourage you to discuss your concerns with one of our members of staff in the first instance as many complaints can be resolved speedily to everyone's satisfaction when raised in such a way. If after discussing any concerns, you remain dissatisfied then you can make a formal complaint over the telephone or by writing to our Complaints Officer at Fairclough House Church Street Adlington Lancashire PR7 4EX.

The Complaints Officer will decide whether your complaint can be resolved by a team leader or is of a serious nature and must therefore be handled by either the Complaints Officer or our Solicitor.

The Complaints Officer will then send you a standard acknowledgment letter within 5 business days of receipt of the complaint giving the name of the individual handling the complaint together with details of our complaints handling procedure.

A final or holding response will be sent to you within 4 weeks. Any holding response will explain why we have not yet been able to resolve the complaint and that we will make further contact (within 8 weeks of receipt of the complaint).

We must send a detailed written response within 8 weeks of receipt of the complaint or explain why there has been further delay.

The written response will offer redress (whether or not the complaint is accepted) or reject the complaint with reasons for doing so.

If you remain dissatisfied, you can raise the matter with our Solicitor. Ultimately if you remain dissatisfied with our final response, you can contact the Financial Services Ombudsman or the Debt Managers Standards Association (“DEMSA”) where there has been a breach of their code of conduct.

The address for the Financial Ombudsman Service is:
South Quay Plaza
183 Marsh Wall
London
E14 9SR

The address for DEMSA is:
West Point
Westland Square
Leeds
LS11 5SS