Unaffordable Lending Helpdesk

Complaints Procedure

If you have a complaint, we need to know about it and we would ask that you inform us as soon as possible so that the issue can be addressed. This can be done via email, telephone, in writing, or in person. The address for such communications should be:

Address: Lead insight, The Square, Basing view, Basingstoke, Hampshire RG21 4EB

By email: info@leadinsight.co.uk

By telephone: 0333 305 2324

Or in person by visiting our premises (address detailed above).

We will promptly send you a written or electronic acknowledgement upon receipt of your complaint, giving the name or job title of the individual handling the complaint, together with details of our internal complaints handling procedures.

Alternatively, if we are able to resolve your complaint to your satisfaction within 3 working days, we will send you a summary resolution letter which details your complaint, how we intend to resolve it, and how you can escalate your complaint to the Claims Management Ombudsman Service in the future, should you decide that you are unhappy with our resolution.

If we are not able to resolve your complaint within 3 working days, we will then investigate the matter and by the end of 8 weeks from receipt of the complaint, send you:

  1. A final response which will also inform you of your referral rights to complain to the Claims Management Ombudsman Service, the timeframe for doing so, full contact details for the Claims Management Ombudsman Service, and the Claims Management Ombudsman Service’s consumer leaflet; or
  2. A response which:
    • Explains that we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
    • Informing you in writing that you can complain to the Claims Management Ombudsman Service, the timeframe for doing so, full contact details for the Claims Management Ombudsman Service, and the Claims Management Ombudsman Service’s consumer leaflet.

If we are unable to resolve your complaint to your satisfaction or we are unable to provide you with a final response within the prescribed timescales, you can have the complaint independently looked at by the Claims Management Ombudsman Service.

The Claims Management Ombudsman Service can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem.

If you wish to refer your complaint to the Claims Management Ombudsman Service this should be done within 6 months of the date of our final response or summary resolution letter.

You can contact them at:

The Claims Management Ombudsman Service,
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Phone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: https://cmc.financial-ombudsman.org.uk/