Complaints

Last updated 24th August 2026

Make a complaint

If you have a complaint about a service provided by Autolend, please use the contact details below. Your complaint will be dealt with in accordance with our complaints procedure.

Commission

If you have raised or wish to raise a complaint about commission, please see the 'Information for Customers relating to Motor Finance Commission Complaints' section below for further details.

If you have a complaint about any other service provided by Autolend, please use the contact details in the Complaints Procedure section below.

Complaints Procedure

We are committed to ensuring that you are satisfied with the products and services we provide and aim to respond to enquiries in a timely and professional manner.

In the event that you wish to make a complaint, our commitment is to resolve the matter as soon as possible.

You can contact us at help@autolend.co.uk, or by calling our main telephone line 020 3322 1916 anytime from 9.00am - 6.00pm, Monday - Friday.

For all other general service queries, please get in touch at contact@autolend.co.uk.

If you wish to refer your complaint directly to the Financial Ombudsman Service before we have had an opportunity to consider it, we will ask them to put the matter on hold to allow us time to review the complaint first.

If we cannot resolve your complaint immediately, we will send you a prompt written acknowledgement, confirming that we have received it and are looking into it.

Where we resolve your complaint to your satisfaction by the close of the third business day after we receive it, we will send you a written summary resolution. This confirms the complaint is resolved and explains your right to refer it to the Financial Ombudsman Service.

If we are unable to do this, we will keep investigating and send you our final written response within eight weeks of receipt of the complaint. If we cannot respond within eight weeks, we will write to you to explain why, tell you when to expect our response, and confirm your right to refer the matter to the Financial Ombudsman Service.

The final response will either:

• accept the complaint and, where appropriate, offer redress or remedial action; or
• offer redress or remedial action without accepting the complaint; or
• reject the complaint and give reasons for doing so.

Financial Ombudsman Service

Autolend falls within the remit of the Financial Ombudsman Service and in the unlikely event that we are unable to resolve your complaint to your full satisfaction or within eight weeks of receipt, you can refer the matter to the Financial Ombudsman Service. The Financial Ombudsman Service is a free and independent service that resolves disputes between customers and financial services institutions. You'll need to contact them within six months of our final response letter. You can contact the Financial Ombudsman Service using the details below.

Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123

Online contact form: https://www.financial-ombudsman.org.uk/make-complaint

E-mail: complaint.info@financial-ombudsman.org.uk

Further information about the Financial Ombudsman Service and how you can contact them is available at https://www.financial-ombudsman.org.uk and https://www.financial-ombudsman.org.uk/contact-us

Where a complaint is referred to the Financial Ombudsman Service outside of their specified time limits, we may object to the Financial Ombudsman Service investigating the complaint. However, each request will be considered on the individual circumstances.

Information for Customers relating to Motor Finance Commission Complaints

In July 2020 the Financial Conduct Authority (FCA) issued a Policy Statement banning the use of certain types of commission models, with effect from 28 January 2021. These models linked the amount of commission the Credit Broker (the Introducer) received from the Finance Lender (firms like Autolend) to the interest rate that the Customer (You) would have to pay. These are known as 'Discretionary Commission Arrangements'. You may have also heard them referred to as "DCA" or Difference in Charges "DIC".

Autolend didn't start trading until June 2021, so has never operated a DCA model or paid any discretionary commission to Credit Brokers.

On 30 March 2026 the FCA introduced a motor finance consumer redress scheme ("the scheme") for motor finance customers affected by unfair commission practices, following a ruling by the Supreme Court. This covers DCA and certain types of non-discretionary commission arrangements which made the relationship unfair. Some parts of the scheme are being challenged by lenders and the outcome is not expected until early 2027. We are not one of the lenders that have challenged the scheme. Whilst the outcome is being determined, the FCA has agreed to pause certain parts of the scheme and asked firms to continue their preparation whilst the outcome is pending.

If you've already raised a complaint about commission and it is within the scheme, you don't need to do anything further at this stage. If we think that you may be due redress under the scheme, we will pause your complaint and contact you as soon as we can progress it. If your agreement is within the scheme but you are not due redress from us, we will let you know in line with the latest FCA timelines (which is currently 18 November 2026).

If you want to raise a complaint about unfair commission, the quickest and easiest way is using our Motor finance commission complaint form. We will handle the complaint in the same way as any commission complaints we have already received. You can also raise your complaint using any of our contact details shown above on this page (see Complaints Procedure). You can raise a complaint directly with us and do not have to involve a claims management company.

You can find the latest information and timelines on the FCA website here and a factsheet for complainants here.

If your commission complaint is outside the scheme we will handle it under the FCA's normal complaint handling rules and send you our final written response within 8 weeks.

FAQs for customers

Complaints Data

Autolend is brought to you by Lendable Ltd. At Lendable we want to make borrowing money customer-friendly and hassle-free. If something goes wrong, we try to fix things as soon as possible. We're always looking for ways to improve so your feedback is really important to us.

We report information on customer complaints to the Financial Conduct Authority (FCA) on a 6 monthly basis. All FCA regulated firms are required to publish high level information relating to complaints (subject to complaints volumes). The information is published twice a year for the period 1 January to 30 June and 1 July to 31 December.

Firm name: Lendable Ltd

Group (if applicable): N/A

Other firms included in this report (if any): N/A

Period covered in this report: 1 January to 30 June 2026

Brands / trading names covered: Lendable, Autolend, Zable

Number of complaints opened by volume of business: