If you’re not completely happy with our service we’d like to hear about it, that way we can put it right.

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 – 01772 287250

How long will it take?

We will usually 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.

Financial Ombudsman Service
Exchange Tower, London E14 9SR
Telephone: 0800 0234567
complaint.info@financial-ombudsman.org.uk

Further helpful information can be obtained from visiting their website at: www.financial-ombudsman.org.uk