Complaints Procedure

If you have a complaint then you can contact us directly on 0333 136 2233

Or by email at compliance@lebc-group.com

Or by post:

Compliance Team
LEBC Group
The Barn
Manor Farm
Aust
Bristol
BS35 4AT

We aim to respond within five working days with a formal acknowledgement of your complaint, together with details of the individual who has been assigned to investigate your case.

At this time, we will request your authority to obtain any necessary information from third parties, such as product providers.

Within four weeks you will receive either:

• A final response; or
• A letter explaining why we are not yet in a position to resolve the complaint and indicating when we will be making further contact.

Unless exceptional circumstances apply, you will receive a final response within eight weeks. Our final response will advise you whether or not we accept your complaint and explain the reasons behind our decision.

If you are dissatisfied with our final response you may refer the matter to the Financial Ombudsman Service for arbitration. This referral must be made within 6 months from the date of our final response.

You can find details on the Financial Ombudsman Service and their complaints procedure on their website: www.financial-ombudsman.org.uk/consumer/complaints.htm