At LHV, we’re committed to delivering great customer service, but we understand that sometimes things can go wrong. When that happens, we’re here to listen, investigate, and work with you to make things right.
How to Submit a Complaint
You can get in touch with us by:
Emailing us at complaints@lhv.com
Writing to us at 1 Angel Ct, London EC2R 7HJ
What to Expect
Quick Resolutions (within 3 working days)
If we can resolve your complaint within 3 working days, we’ll write to you with our findings and the agreed resolution.
Longer Investigations (more than 3 working days)
If it takes longer to look into your complaint, we’ll send you an acknowledgment to let you know we’re on it.
Payment-Related Complaints
For issues like faster payments or online transactions, we aim to provide a final response within 15 working days. If it takes longer in rare cases, we’ll update you on our progress and provide a resolution no later than 35 working days.
Other Complaints
For all other complaints, we’ll send a final response within 8 weeks of receiving your complaint.
What can I do if I'm unhappy with the response I've received?
We work hard to resolve complaints fairly. But if you’re not happy with our final response, or if we haven’t provided one by the deadline mentioned, you can refer your complaint to the Financial Ombudsman Service (FOS), an independent and free service that reviews complaints between consumers and financial businesses.
If you want to refer your complaint to the FOS, you’ll need to contact them within 6 months of our final response.
Financial Ombudsman Service Contact Details:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
0800 023 4567 or 0300 123 9123
complaint.info@financial-ombudsman.org.uk | www.financial-ombudsman.org.uk