Complaints

Make a complaint

If you have a complaint about a service provided by Autolend, please use the contact details below. Your complaint will be dealt with in accordance with our complaints procedure.

Complaints Procedure

We are committed to ensuring that you are satisfied with the products and services we provide and aim to respond to enquiries in a timely and professional manner.

In the event that you wish to make a complaint, our commitment is to resolve the matter as soon as possible.

You can contact us at complaint@autolend.co.uk, or by calling our main telephone line 020 3322 1916 anytime from 9.00am - 6.00pm, Monday - Friday.

If you just want our help and don’t want to complain, please get in touch at contact@autolend.co.uk.

If you wish to refer your complaint directly to the Financial Ombudsman Service before we have had an opportunity to consider it, we will ask them to put the matter on hold to allow us time to review the complaint first.

If we are unable to resolve your complaint immediately, we will:

• Fully investigate your complaint and, where possible, issue a written resolution within three business days (running from the end of the next business day following receipt of your complaint). This will include an explanation of how we have resolved the complaint and your right to refer the matter to the Financial Ombudsman Service.
• If we are unable to resolve your complaint by the end of the third business day, we will continue our investigations as quickly as possible and provide you with a formal acknowledgement of your complaint within five working days.
• Issue a final written response within eight weeks of receipt of the complaint.

The final response will either:

• accept the complaint and, where appropriate, offers redress or remedial action; or
• offer redress or remedial action without accepting the complaint; or
• reject the complaint and give reasons for doing so.

Financial Ombudsman Service

Autolend falls within the remit of the Financial Ombudsman Service and in the unlikely event that we are unable to resolve your complaint to your full satisfaction or within eight weeks of receipt, you can refer the matter to the Financial Ombudsman Service. The Financial Ombudsman Service is a free and independent service that resolves disputes between customers and financial services institutions. You'll need to contact them within six months of our final response letter. You can contact the Financial Ombudsman Service using the details below.

Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123

Online contact form: https://www.financial-ombudsman.org.uk/make-complaint

E-mail: complaint.info@financial-ombudsman.org.uk

Further information about the Financial Ombudsman Service and how you can contact them is available at https://www.financial-ombudsman.org.uk/

Where a complaint is referred to the Financial Ombudsman Service outside of their specified time limits, we may object to the Financial Ombudsman Service investigating the complaint. However, each request will be considered on the individual circumstances.

Information for Customers relating to Motor Finance Commission Complaints

In July 2020 the Financial Conduct Authority (FCA) issued a policy statement preventing the use of certain types of commission models, with effect from 28 January 2021. The models that were banned linked the amount of commission the Credit Broker (the Introducer) received from the Finance Lender (firms like AutoLend) to the interest rate that the Customer (You) would have to pay. These are known as 'Discretionary Commission Arrangements' or you may have heard them also referred to as “DCA” or Difference in Charges “DIC”.

AutoLend didn’t start trading until June 2021, so has never operated a DCA or paid any discretionary commission to Credit Brokers.

In January 2024, the FCA announced that they would conduct a review of the motor finance market to determine if customers had been overcharged by firms as a result of DCA. This included putting a pause on requiring firms to respond to any complaints which related to DCA until 4 December 2025, as this was the date the FCA expected to finalise its review.

However, more recently there has been a landmark Court case which was heard in the Court of Appeal, which changed the legal requirements for all motor finance lenders to make customers aware of, and specifically consent to, commission payments being made to Credit Brokers where these related to motor finance, regardless of whether they were a DCA or not. This case is currently subject to appeal in the Supreme Court.

Once the judgment of the Court case had been published, the FCA announced that they would extend the pause to cover any complaint which related to any motor finance commission paid until 4 December 2025, to include “non DCA commission complaints”. This will ensure that complaints are dealt with consistently and fairly by all lenders.

If you have already raised a complaint in relation to motor finance commission, or if you raise a new complaint regarding this, we will acknowledge the complaint and will then be in touch once the FCA has concluded their industry wide review. The outcome of this will determine whether we need to take any action on these complaints, such as customer compensation.

FAQs for customers:

• How do I find out if a commission has been paid to a Broker on my hire purchase agreement?
  The easiest way to contact us is to drop us an email at contact@autolend.co.uk and we can tell you the amount and calculation of the commission paid to your Broker. Alternatively you can call us on 020 3322 1916, anytime from 9.00am - 6.00pm, Monday - Friday, or write to us at Autolend, Telephone House, 69-77 Paul St, London, EC2A 4NW
• How do I raise a complaint in relation to commission?
  The easiest way to contact us to raise a complaint is to email complaint@autolend.co.uk with your personal details and hire purchase agreement number. Alternatively you can call us on 020 3322 1916 anytime from 9.00am - 6.00pm, Monday - Friday, or write to us at Autolend, Telephone House, 69-77 Paul St, London, EC2A 4NW
• I’ve already submitted a query in relation to whether there was a DCA on my hire purchase agreement and had a response from AutoLend, will this now be investigated as a complaint?
  This won’t be automatically raised as a complaint as your query has already been responded to in respect of DCA. If you now want to raise a complaint in relation to non DCA please contact us on the details above.

Complaints Data

Autolend is brought to you by Lendable Ltd. At Lendable we want to make borrowing money customer-friendly and hassle-free. If something goes wrong, we try to fix things as soon as possible. We're always looking for ways to improve so your feedback is really important to us.

We report information on customer complaints to the Financial Conduct Authority (FCA) on a 6 monthly basis. All FCA regulated firms are required to publish high level information relating to complaints (subject to complaints volumes). The information is published twice a year for the period 1 January to 30 June and 1 July to 31 December.

Firm name: Lendable Ltd
Group (if applicable): N/A
Other firms included in this report (if any): N/A
Period covered in this report: 1 July to 31 December 2024
Brands / trading names covered: Lendable, Autolend, Zable

Number of complaints opened by volume of business