How to complain about Lowell
Independent guide to Lowell’s published complaints process, including official complaint routes and potential Financial Ombudsman escalation.
Lowell publishes a formal complaints process and says complaints can be made through its official routes. Keep a record of what happened, the account reference, dates and any supporting correspondence. Where the Financial Ombudsman Service has jurisdiction, eligible unresolved complaints may be referred after Lowell’s final response or applicable complaint-handling period.
What to include in a complaint
Explain clearly what you believe went wrong, identify the account, give relevant dates and state the outcome you want. Keep copies of letters, emails, screenshots and payment records that support the complaint.
Escalating an unresolved complaint
Lowell’s official complaints information explains that some eligible complaints can be referred to the Financial Ombudsman Service. Whether the Ombudsman can consider a complaint depends on its jurisdiction and the circumstances of the case.