Complaints Policy

LCS is committed to working in an open and accountable way to provide a high quality, responsive and accessible service.

Despite our commitment, we recognise that things can sometimes go wrong.

If you are dissatisfied in any way with us, we wish to know about it.

We aim to respond positively and courteously to any complaints, putting right our mistakes and improving our processes.

Our Aim

We will fully investigate your complaint, establishing how it occurred.

We will deal with your complaint without delay and in a polite and confidential manner.

We will not treat you any differently for making a complaint.

We will investigate any disputes that may have occurred thoroughly.

We will respond to your complaint in a timely manner and keep you informed of any delays.

We will make use of our complaints in order to improve our services.

Our Procedure

Our staff are trained to deal with any dissatisfaction you may have.

You should initially raise your concern with the agent dealing with your account, if known.

A simple misunderstanding may have arisen which can be easily resolved.

Please telephone the number at the top of our letter to speak to an agent.

If you are unsatisfied after speaking to one of our agents or wish to escalate the matter to a formal complaint, you can do this by writing to our Customer Care Manager.

Customer Care Manager
1st Locate UK Limited
Town Centre House
Leeds
LS2 8LY

We will aim to respond in full within 5 working days of receiving your complaint.

If this is not possible, for example when dealing with a more complex complaint, we will provide a timescale for resolution and a contact details to raise any further queries.

We will always provide a final written response to your complaint.

Complaints relating to accounts formed under the Consumer Credit Act 1974 (amended 2006): The Financial Ombudsman Service

If you are unhappy with our response to your financial services related complaint, you may refer the matter to the Financial Ombudsman Service to look into your issue further. The Financial Ombudsman Service provide a free, independent service to look into disputes between customers and financial services institutions. You will need to contact them within 6 months of the date of our final response letter to you in order for them to review your complaint further. As part of this, they may ask to see our letter as a summary of our investigation of your complaint. We will send a copy of the Financial Ombudsman Service leaflet with our final response letter. For further details, please visit: www.financial-ombudsman.org.uk.