Complaints Handling Procedure
It is the aim of Logbook Money Ltd to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients. This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.
If you have a complaint
If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing. To help us resolve your problem you should provide the following information:
- Your full name and contact information
- Full details of your complaint
- Your agreement details
- Details of what you would like us to do to put things right
- Photocopies of any relevant paperwork
We will try to resolve your complaint immediately; however, sometimes this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.
If you have a regulated consumer contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet.
If you have any questions in relation to our Complaints Handling Procedure, please contact us directly and we will be happy to assist you.
Codes of Conduct
Logbook Money Limited is authorised and regulated by the Financial Conduct Authority, we are required to follow the guidance they set out in their handbook.
This handbook defines the business standards we must follow, as well as how we manage any complaints we receive. The handbook is available to download from the Financial Conduct Authority handbook website.
You can confirm our details on the Financial Services Register - our registration number is 680947.
Logbook Money Limited is a member of The Consumer Credit Trade Association, the trade body for companies involved in Consumer Credit, their
associated Codes of Practice can be found here:
Membership of Information Commissioners Office (ICO)
We are a member of the ICO. The ICO is the UK's independent body set up to uphold information rights. Find out more about the Information
ICO Registration Number: Z3549313