How we deal with enquiries and complaints
We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time.
We want to:
- Make it easy for you to tell us what went wrong
- Give your complaint the attention it deserves
- Resolve your complaint fairly and without delay
- Make sure you are happy with how your complaint was handled
How and where to complain
If you are not happy with any aspect of our products / service you can tell us about your complaint in the following ways:
Online – use the Customer Support form below
By email – customer.services@lakelandverandahs.co.uk
In writing – Lakeland Verandahs, The Sanderlings, Vanguard Wharf, Lytham St Annes, Lancashire, FY8 5FQ
By telephone – 0808 291 3905
How long will it take?
We hope to resolve your complaint quickly, but if it’s complex it may take longer. We will keep you informed on a regular basis, but if you need an update, please call us on the number above.
Our credit brokerage service
Our aim is to resolve all credit brokerage related complaints internally, so we will:
- Send an email giving our reasons for the delay and an indication of when we expect to provide a final decision.
- Issue our final decision letter which will explain our final position.
However, if after receiving our final position letter or 8 weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).
If you want the FOS to look into your complaint you must contact them within six months of the date of our final decision letter.
If your complaint relates to your finance agreement
If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider.
They will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.
–
Financial Ombudsman Service
Exchange Tower, London E14 9SR
Telephone: 0800 0234567
complaint.info@financial-ombudsman.org.uk
Further helpful information can be obtained by visiting their website at:
www.financial-ombudsman.org.uk
Get in touch with our customer services team
Simply complete the form below. Please ensure you supply all the details of your complaint so we can take action as soon as possible.
Want to speak to an advisor? Give us a call on 01772 287250
Our friendly team will be pleased to help with any questions you may have.