Existing customers

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Making a complaint

We would like to hear from you if you are unhappy with our products or conduct.

We have a Complaints Procedure that includes clear standards so that you know what to expect from us. We keep you updated on progress on a regular basis. If we are unable to resolve your complaint straight away, we will acknowledge your complaint in writing within 5 working days of receipt.

We take your complaint seriously and will investigate each of your concerns thoroughly, in a fair and impartial manner. Our aim will be to resolve your complaint as quickly as possible and we may contact you to obtain further information. We keep you updated on progress on a regular basis. We will explain our position clearly and in easily understandable language, ensuring that we reply to each point that you have raised.

In most cases, you will receive a Final Response within 4 weeks of us receiving your complaint. However, in the unlikely event that we have been unable to complete our investigation and provide a response within 4 weeks, we will write to you with an update, explaining the reasons for the delay, along with details of when you can expect to receive our response.

For Regulated Bridging and Residential Mortgages:
If you remain dissatisfied or we have not issued a Final Response within 8 weeks, you have the option to refer the matter to the Financial Ombudsman Service.

For Buy-to-Let and Unregulated Bridging:
If you are not happy with the way we resolved your complaint, please do not hesitate to contact us to discuss your complaint further. This can be done either by emailing your complaint handler back or via [email protected].

Contact us

For Regulated Bridging and Residential Mortgages

LendInvest Loans Limited
PO Box 1152
Uxbridge
UB8 9YZ

+44 (0)20 3846 6822[email protected]

For Buy-to-Let or Unregulated Bridging

+44 (0)20 3846 6880[email protected]

Contacting us will not impact your credit score or credit profile.

General FAQs

If you would like to discuss a complaint about your homeowner loan application, please contact us by phone on 0203 846 6812, email to [email protected] or post to: LendInvest Loans Limited, The Onyx, 215 Bothwell Street, Glasgow G2 7EZ.

If you would like to discuss a complaint about your how your loan is being serviced, please contact us by phone on 0203 846 6822, email to: [email protected] or post to: LendInvest Loans Limited, PO Box 1152, Uxbridge, UB8 9YZ.

The Financial Ombudsman Service will only be able to consider your complaint after you have either received our Final Response or 8 weeks have elapsed since your complaint was received, whichever is earlier.

Should you wish to refer your complaint to the Financial Ombudsman Service (which you must do within 6 months of receiving our Final Response), the relevant contact details are:

The Financial Ombudsman
Service Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123

Email: [email protected]

Website: financial-ombudsman.org.uk

How to make a complaint

Regulated bridging

We want every experience you have with LendInvest to be a positive and successful one. If something has gone wrong, your feedback is how we put it right. We take all complaints very seriously, so please don't hesitate to share your thoughts with us.

Please download our complaints procedure which includes clear standards so that you know what to expect from us.

PO Box 1152
Uxbridge
UB8 9YZ

Residential

We want every experience you have with LendInvest to be a positive and successful one. If something has gone wrong, your feedback is how we put it right. We take all complaints very seriously, so please don't hesitate to share your thoughts with us.

Please download our complaints procedure which includes clear standards so that you know what to expect from us.

PO Box 1152
Uxbridge
UB8 9YZ

Unregulated bridging

We want every experience you have with LendInvest to be a positive and successful one. If something has gone wrong, your feedback is how we put it right. We take all complaints very seriously, so please don't hesitate to share your thoughts with us.

Please download our complaints procedure which includes clear standards so that you know what to expect from us.

PO Box 1152
Uxbridge
UB8 9YZ

Buy to Let

We want every experience you have with LendInvest to be a positive and successful one. If something has gone wrong, your feedback is how we put it right. We take all complaints very seriously, so please don't hesitate to share your thoughts with us.

Please download our complaints procedure which includes clear standards so that you know what to expect from us.

PO Box 1152
Uxbridge
UB8 9YZ

Financial Ombudsman Service

The Financial Ombudsman Service will only be able to consider your complaint after you have either received our Final Response or 8 weeks have elapsed since your complaint was received. Whichever is earlier.

Should you wish to refer your complaint to the Financial Ombudsman Service (which you must do within 6 months of receiving our Final Response), the relevant contact details are:

Contact details

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR