Complaints & Resolution Policy
We want Lend Right to work well for everyone who uses it. If it hasn't — a document problem, a payment issue, something about how your information was handled, or anything else — this policy explains how to tell us, what we'll do, and how quickly. It forms part of, and should be read together with, our Terms & Conditions, Payments & Refund Policy, and Privacy Policy.
1. How to submit a complaint
Email doit@trylendright.com with the subject line "Complaint". Anyone affected by our service may raise one — a lender, a borrower, or someone acting on their behalf. If you need to complain in a different way, or need an accommodation to do so, say so in your message and we'll work with you to make it accessible.
2. What to include
To help us look into it quickly, please include as much of the following as applies. Only send what's relevant — you don't need to provide everything:
- Your full name and the email address on the account or agreement
- The agreement reference (starts with LR-) and, if relevant, the certificate number
- The date of the issue or the date the document was issued
- A description of what happened and what you expected instead
- Screenshots or relevant documents, if you have them
- The resolution you'd like
3. How quickly we respond
| Stage | Our target |
|---|---|
| Acknowledgement | We aim to acknowledge your complaint within two business days, confirming we've received it and who is looking into it. |
| Initial review | We review the details, and may ask you for anything we need to understand the issue fully. |
| Written response | We aim to send a written outcome within ten business days of acknowledging your complaint. |
| If we need more time | Some matters take longer to investigate properly. If so, we'll tell you why, and give you a revised timeframe and periodic updates until it's resolved. |
4. Remedies we can offer
Depending on what went wrong, an appropriate resolution may include one or more of the following. We'll only offer what we can actually deliver, and we won't promise an outcome we can't provide:
- An explanation or clarification of what happened
- Correcting an error in an account or record
- Regenerating a document where appropriate
- Technical support to resolve an access or delivery problem
- A refund or partial refund, where our Payments & Refund Policy provides for one
- An improvement to our internal process to prevent a recurrence
Nothing in this policy changes the refund entitlements set out in our Payments & Refund Policy — it sits alongside them.
5. If you're not satisfied — escalation
If our first response doesn't resolve things, reply and ask for a second review. A different member of our team will look at your complaint again, along with how it was handled, and send you a further written response. We'll always tell you when a decision is our final position on the matter.
6. Privacy complaints
If your complaint is about how we've handled your personal information — including access, correction, deletion, retention, an unauthorised disclosure, security, or any identity or age information — we'll handle it under this policy together with our Privacy Policy. You always retain the right to raise a privacy concern with the applicable privacy regulator; our response never limits that right.
7. Our records
We keep records of complaints and how they were resolved. We may retain these for customer service, legal compliance, security and fraud prevention, and to improve how Lend Right works, consistent with our Privacy Policy and its retention schedule.
8. Changes to this policy
We may update this policy from time to time; the version in effect is the one published here. Material changes apply going forward.
9. Contact
To raise or follow up on a complaint, email doit@trylendright.com.