Complaints Procedure

Lavant Finance Ltd is committed to providing a high-quality service to all our customers. However, we appreciate that we may not always get everything right.

If you are dissatisfied with any aspect of our service, please let us know as soon as possible. We will investigate your complaint competently, diligently and impartially, and aim to resolve it promptly and fairly.

There is no charge for making a complaint.

How to make a complaint.

You can contact us by telephone, email or post:

Telephone: 07930 345392
Email: info@lavantfinance.co.uk
Post: Lavant Finance Ltd, Mount Pleasant Farm, Walton, Warwick, England, CV35 9HT

What we need from you.

To help us investigate your complaint, please provide:

  • your full name and address;

  • your preferred contact details;

  • your finance agreement or application reference, where applicable;

  • a clear description of your complaint;

  • details of any lender, dealer or other third party involved;

  • details of how you would like the matter to be resolved; and

  • copies of any relevant correspondence or supporting documents

What happens next.

We will record and review your complaint as soon as it is received.

Where possible, we will try to resolve your complaint within three working days. If we resolve it within this period, we will send you written confirmation in the form of a Summary Resolution Communication.

If we are unable to resolve your complaint within three working days, we will send you a written acknowledgement confirming that we are investigating your concerns.

We will then carry out a full and impartial investigation. We may contact you if we require further information or clarification, and we will keep you updated on the progress of our investigation.

Our final response.

We will normally send you a final written response within eight weeks of receiving your complaint, although we aim to resolve complaints sooner wherever possible.

Our final response will:

  • explain the outcome of our investigation;

  • tell you whether your complaint has been upheld, partially upheld or rejected;

  • explain the reasons for our decision; and

  • where appropriate, set out any action or redress we intend to offer.

If we are unable to provide a final response within eight weeks, we will explain the reason for the delay and tell you about your right to refer the complaint to the Financial Ombudsman Service.

Complaints involving another business.

There may be circumstances where another regulated firm, lender, dealer or third party is wholly or partly responsible for the matter you have complained about.

Where appropriate, and with your consent, we may refer all or part of your complaint to that business. We will inform you if this happens and provide you with the relevant contact details.

We will continue to investigate and respond to any part of the complaint for which Lavant Finance Ltd remains responsible.

If you remain dissatisfied after receiving our final response, you may be eligible to refer your complaint to the Financial Ombudsman Service

The Financial Ombudsman Service is a free and independent service that helps resolve disputes between customers and financial services businesses.

You can contact the Financial Ombudsman Service using the following details:

Website:www.financial-ombudsman.org.uk
Telephone:0800 032 8000
Email:Complaint.info@financial-ombudsman.org.uk
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

You should normally refer your complaint to the Financial Ombudsman Service within six months of the date of our final response. Details of your referral rights will be included in our final response.

The Financial Ombudsman Service may not be able to consider a complaint if it is referred:

  • more than six months after our final response or Summary Resolution Communication;

  • more than six years after the event complained about; or

  • more than three years after you became aware, or ought reasonably to have become aware, that you had cause to complain.

Financial Ombudsman Service.

Complaints relating to Discretionary Commision Arrangements (DCA) and non-Discretionary Commission Arrangements (non-DCA).

The FCA has introduced a compensation scheme for certain motor finance customers who were not provided with important information about commission arrangements associated with their motor finance agreements. The operation of the scheme is currently subject to legal challenge.  

As we were not authorised by the FCA prior to the banning of DCA's in 2021, some of the new complaints handling rules do not apply to us, however we will handle complaints relating to motor finance commission arrangements in accordance with the FCA's applicable rules, guidance and any requirements arising from the compensation scheme.

We will:

  • acknowledge complaints promptly;

  • investigate complaints fairly and thoroughly;

  • keep complainants informed of progress where appropriate; and

  • provide responses in line with the applicable FCA requirements.

Contact Us

Have a question? Reach out and our team will get back to you shortly.

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