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Complaints Policy

Any expression of dissatisfaction about the provision, or failure to provide, a financial service and complaints handling procedure which alleges that you have suffered (or may suffer) financial loss, material distress or material inconvenience is treated as a complaint. This includes correspondence in writing and that made during the course of any verbal communication with us. Where any customer expresses concern about the service, steps are taken to resolve the matter quickly and it is treated seriously.

All complaints will need to be made in writing by post:

Logbook Lending Ltd, Kinetic Business Centre, Theobald St., Borehamwood, WD6 4PJ

Or by email:

Complaints may be received directly from you or from third party representatives. In the event of any complaint the matter will be recorded and logged, and referred to our nominated complaints handler in accordance with our complaint handling procedure.

Any complaint received from a third party representative such as Trading Standards or the Citizens Advice Bureau will be referred to the nominated complaints handler.

This complaints procedure is aimed at resolving complaints quickly and satisfactorily and further improving the quality of our service.

The following complaints procedure notice is made available to every customer or upon request, how to complain is on our website, and is also included in summary form in our customer documentation.

We are committed to resolving complaints as quickly as possible.

We will acknowledge receipt of the complaint within 5 business days (not including Saturday/Sunday or a UK bank holiday) and we hope to provide a final response within 2 months. All customers will be notified of the Ombudsman Service in pre- contract information, Complaint notices and website information. The Financial Ombudsman Service (FOS) is an independent service get up by parliament to intervene in disputes between customers and financial institutions, when agreement cannot be reached between them. It is a free service.

As part of our complaint handling service we must make a customer aware of their right to approach the FOS. The FOS request that a complaint must first be notified to us that you are unhappy with our service. The FOS will assist customers with that first approach.

We have up to eight weeks, but aim to deal with your complaint as quick as possible, if the customer is still unhappy, you may contact the FOS at:

0800 023 4 567

The Financial Ombudsman Service Exchange Tower


E14 9SR

Representative Loan Example

All our agreements are secured against your vehicle and are subject to affordability.

Loans up to £1500 (10% per month)

Representative APR



78 Weeks
(18 Months)

Amount of credit


Fixed Annual Rate


Total Cost of Credit



78 X £25.13

Loans over £1500 (8% per month)

Representative APR



78 Weeks
(18 Months)

Amount of credit


Fixed Annual Rate


Total Cost of Credit



78 X £78.20

Minimum and Maximum Repayment Period

There is no minimum period as the loan can be repaid early with no redemption penalties.

Loans are typically 18 months in duration, we also offer 36 month contracts which although payments are lower would cost considerably more if the loan were to run full term.

If you choose to settle the loan early you would be entitled to an early settlement discount.

Warning: Late repayments can cause you serious money problems. For help or advice please go to

A logbook loan is secured against a vehicle. If you do not keep up with the repayments in line with the terms & conditions of the agreement your vehicle may be at risk of repossession and your credit rating will be affected.