Who is FLA?
FLA is a trade association. Our members are required to follow our code of practice – the Lending Code. We record and monitor all the complaints we receive about our members.
How to make a complaint
You will need to complete our on-line complaint form (link below). If, for any reason, you would prefer a complaint form to be posted to you, please call FLA on 020 7836 6511
What happens once I have submitted my complaint to FLA?
Once the complaint is received by the FLA we will send you an acknowledgement e-mail within 2 days.
What is the FLA conciliation procedure?
We will liaise between you and our member in order to resolve your complaint. We will ensure they respond to your concerns and monitor their compliance with the provisions of our Code.
Although we cannot award compensation or make a decision about your complaint, we will continue to work with you until a satisfactory conclusion is achieved or it is more relevant for your complaint to be considered by somebody else.
What if you are unable to reach a satisfactory conclusion to my complaint?
You may be able to refer your complaint to the Financial Ombudsman Service (FOS). Our member will send you details about how to do this at the relevant time.
However, if your complaint arose before 6th April 2007, this option will not apply. If this is the case, FLA will advise you of your further options.
Please ask us at any time if you would like further information about this. You can also contact FOS on 0845 080 1800.
Other relevant information
FLA is unable to provide you with legal advice on your complaint - if you want legal advice, you should contact your local Citizens’ Advice Bureau, Trading Standards Office or a solicitor.
Please note that you will be unable to use the FLA complaint scheme where your complaint has been, or is being considered by the Financial Ombudsman Service or a court.
Link to the on-line complaints form
