Complaints

On the rare occasion that you’re unhappy with the service you’ve received from us, we want to make it right as quickly as we can.

Step 1: Contacting a LQID advisor

You can reach out to our dedicated team of advisors via LQID Chat. They’ll do their best to look into your problem and fix it for you there and then.

Step 2: Making a formal complaint

If one of our advisors hasn’t been able to put things right for you via LQID Chat, you can make a formal complaint either by e-mail, phone or in writing. Please make sure to include your full name, your LQID account name, your e-mail address, and the details of your complaint.

  • Email - complaints@shoplqid.com
  • Telephone - 01908 414086
  • Post - LQID Ltd, 2nd Floor, The Pinnacle, 170 Midsummer Boulevard, Milton Keynes, MK9 1BP

We always reply in English, and once we’ve received your complaint, we’ll send you an e-mail acknowledgement within one business day.

We'll investigate your complaint within a few days, and you can usually expect a final response from us within 15 business days. In exceptional circumstances it may take up to 35 business days but if this is the case, we'll let you know the reasons why within the first 15 business days, and an indication of when you can expect a final response from us.

Step 3: The Financial Ombudsman

If you’re not happy with our final response you can contact the Financial Ombudsman Service who will independently review your complaint. You need to contact them within six months from the day of our final message.

  • Telephone - 0800 023 4567 (landline users) or 0300 123 9123 (mobile users)
  • Email - complaint.info@financial-ombudsman.org.uk
  • Post - Financial Ombudsman, Exchange Tower, London E14 9SR

You can find more details on this website:

https://www.financial-ombudsman.org.uk/consumers/how-to-complain

app version: 2.6.2