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.