How to complain
Email doit@trylendright.com with “Complaint” in the subject, your agreement reference (LR-XXXXXXX) if you have one, what happened, and what outcome you’re looking for. You’ll get an acknowledgment within 2 business days and a substantive response within 10 business days; if we need longer we’ll say so and why.
Remedies
Depending on what went wrong: fixing the document or certificate, re-running a signing step, a refund of the £24.99 fee, or an explanation of why the system behaved as it did. Where the Consumer Rights Act 2015 applies to faulty digital content, we follow it — repair or replacement first, refund where that fails.
Escalation
- Data protection complaints — you can go to the Information Commissioner’s Office (ico.org.uk) at any time.
- Payment disputes — your card issuer or bank may offer chargeback rights; we’d ask you to try us first.
- Everything else — LendRight is not FCA-regulated (we’re not a lender), so the Financial Ombudsman Service doesn’t cover us; unresolved disputes can go to the courts of England and Wales, and we’ll consider certified alternative dispute resolution if you propose it.