Complaints Procedure for Customers

Complaints Procedure for Customers

At Lamb & Gardiner Ltd the desire to Treat our Customers Fairly is part of our company culture and 
ethos. Our aim is to continually exceed our customers' expectations and deliver unparalleled levels 
of service. It is essential for the growth of our business that we meet our customer’s needs and 
resolve any complaints as soon as possible. We value your comments and feedback and will address 
any concerns raised in line with our Complaints Process detailed below.

This policy is designed to provide information on how Lamb & Gardiner Ltd will handle any 
complaints made to us and what you can expect in return.

How To Contact Us

We want to make it as easy as possible for you to contact us in the event of a complaint. You can 
contact us using any one of the following methods:
• By Telephone on: 01828 627 271
• By Email: sales@lambandgardiner.com
• Or write to us at Lamb & Gardiner Ltd, Union St, Coupar Angus, Blairgowrie PH13 9AF

Our Complaints Process

For complaints regarding a finance agreement, we will provide written acknowledgement of your 
complaint within 5 working days. We will carry out a full investigation into your complaint and 
provide a Final or Other Response within eight weeks from the complaint being received, we will 
write to you with the outcome of the investigation outlining our reasons for making our decision. If 
for any reason we cannot complete our investigation within an 8 week time limit we will write to 
you with an explanation for the delay and advise you of an estimated time for our response.
If you are unhappy with our decision and wish to take your complaint further, you can ask the 
Financial Ombudsman Service to investigate your complaint for you.
The Financial Ombudsman is a free, independent service for resolving disputes between customers 
and financial services institutions. You will need to contact them within 6 months of our final 
response letter – and they'll ask to see the letter as summary of our investigation of your complaint.
You can find more information at www.financial-ombudsman.org.uk or they can be contacted 
using the following numbers:
• From a UK landline: 0800 023 4567
• From a UK mobile: 0300 123 9123
Calls to 0800 numbers are free when calling from a UK landline. 03 numbers cost no more than a 
national rate call and are included in inclusive minutes for mobiles. Charges may apply when 
calling from abroad.

For all other complaints please contact us by telephone, email or by post. Your complaint will be 
passed to an appropriate individual to investigate and resolve. If you are still dis-satisfied following 
discussions with the appropriate individual, the matter can be referred to Head Office for further 
investigations.