9. IT and online security

  • How can I update my personal details?

    Investors cannot update their information manually. To update information on your account, please contact us via email at [email protected].

  • How do I reset my password?

    To reset your password, please click here.

  • What does LendInvest do with my personal information?

    LendInvest takes data protection seriously and respects the privacy of your personal information. Full details of what information will be required to join LendInvest and how we use that information are available in our privacy policy, available here.

  • How is data secured on the LendInvest platform?

    Data sent and received from your computer to our secure systems is encrypted using the latest technology to ensure confidentiality. The security of our technology infrastructure is regularly reviewed by independent third-party security consultants, and all data is hosted by a recognised and established technology firm and stored within the EU.

    We do not store, process or record any debit card information. All payment services are provided through a third-party payment services provider independent of LendInvest which is compliant with the Payment Card Industry Data Security Standards (PCI DSS) and are audited on a regular basis by a PCI-certified auditor.

  • What internet browsers do you support?

    For the sake of security and providing the best experience to the majority of our customers, we will not support browsers that are no longer receiving security updates and represent a small minority of traffic.

    Internet Explorer. We will support Internet Explorer per Microsoft’s lifecycle policy for Internet Explorer and the Windows operating system. As of January 2016, we support Internet Explorer 11 and above running on Windows 7 SP1 and above.

    Chrome/Safari. We will support Chrome and Safari on all platforms for two years from version release.

    Firefox. We will support Firefox on desktop platforms for two years from version release.

    We will respond to bug reports but not proactively test the latest version of Firefox on Android and iOS, Silk on Fire OS and Opera for Windows.

  • I have seen a classified advertisement or firm that looks like LendInvest. Are they linked to LendInvest?

    No. We do not use classified advertisements. We operate our business through regulated intermediaries and the following websites:

    www.lendinvest.com
    www.lendinvestcapital.com
    intermediaries.lendinvest.com
    developmentacademy.lendinvest.com

    We are aware that some firms or people may falsely use our brand to encourage you to submit your information and bank account information. We take cyber security very seriously and advise all our customers, current and prospective, to be vigilant about responding to advertisements, websites or emails that purport to be a legitimate business but are not.

  • Can I delete my LendInvest account?

    If you wish to delete your account, please contact us at [email protected].

  • I’m an investor and wish to complain. How can I do this?

    We are dedicated to offering you the best possible experience. Sometimes, however, you may feel that we have not treated you the way you would have liked, or consider that we have not handled or resolved a problem you have encountered in a way that you would have expected.

    No matter what the issue is, and whether you would like to share a positive experience or a negative one, we want to hear from you. Where you have concerns, we will look to try and make things right. We take on board all the feedback we receive and try to fix issues that are identified to give our investors fair outcomes.

    Feedback is incredibly important to our business. From handling complaints to hosting regular investor insight sessions and face-to-face investor meetings, we use all investor feedback to continually learn, develop and improve our customer offering.

    How to complain:

    In the first instance, we recommend that you speak to a member of our Client Services team directly by calling 0800 130 3388. In most cases, we will be able to resolve your concerns and provide a solution promptly.

    Alternatively, you can send an email to [email protected] or write to us at Client Services Department, LendInvest Limited, Two Fitzroy Place, 8 Mortimer Street, London, W1T 3JJ.

    If we are unable to handle your concerns within three business days, we will register a formal complaint and investigate your complaint further. If you have any information that could help us in resolving your concerns, please forward this to us as soon as possible. We will send you our final response within eight weeks.

    If you are an investor in one of our alternative investment funds (AIFs), managed by LendInvest Funds Management Limited, and you have tried to resolve your concerns with us and are dissatisfied with our final response, you may also refer your complaint to the Financial Ombudsman Service, which is the independent dispute resolution service in the UK for financial services, regulated by the Financial Conduct Authority.

    For more information about how to complain and our complaints procedure, please click here to read our complaints handling leaflet.