It is our aim to provide a very high standard of service to every customer. 

It is important to us that all complaints or dissatisfaction of our service are resolved as quickly as possible and to the complete satisfaction of all our customers. 

Please find details of our customer complaints procedure and how we will deal with,any complaints that you raise. 

It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.


If you have a complaint about any aspect of our service then we would like to hear from you. 

You can contact us by telephone - 01708294529
Via email -
or in‎ writing:
The Complaints Team - LOC ESSEX
92 Tenby Drive
Luton, Bedfordshire


After your complaint has been received and logged we will inform you of the name of the person who is dealing with your complaint, their contact details and our understanding of the nature of your concerns.

We aim to resolve all complaints in the shortest possible time, hopefully immediately. However, sometimes this may not be possible. 

In the unlikely event that we are not able to resolve your complaint by the end of the next working day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings, explaination and the action to then take.

If you have a regulated contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response.

When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet.

Please note it is, our aim is to treat all customers consistently and fairly.