Complaints & contact details

Last updated 22nd August 2024

Make a complaint

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

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.

For card related complaints, you can contact us at cardscomplaints@zable.co.uk or by calling our main telephone line 020 3322 9128 anytime from 9.00am - 6.00pm, Monday - Friday.

For loan related complaints, you can contact us at complaint@lendable.co.uk, or by calling our main telephone line 020 3835 6030 anytime from 9.00am - 6.00pm, Monday - Friday.

If you just want our help and don’t want to complain please get in touch at cards@zable.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 are unable to resolve your complaint immediately, we will:

• fully investigate your complaint and, where possible, issue a written resolution within three business days (running from the end of the next business day following receipt of your complaint). This will include an explanation of how we have resolved the complaint and your right to refer the matter to the Financial Ombudsman Service.
• if we are unable to resolve your complaint by the end of the third business day, we will continue our investigations as quickly as possible and provide you with a formal acknowledgement of your complaint within five working days.
• issue a final written response within eight weeks of receipt of the complaint.

If your complaint relates to a payment service, such as a failure or dispute relating to a credit card transaction or payment, these will be handled to slightly different timescales. We will:

• Try to resolve your complaint immediately upon receipt and, if we can’t, we will send you an acknowledgement within one business day and look to resolve your complaint within 15 business days.
• If we are unable to resolve your complaint within 15 business days due to exceptional circumstances, we will let you know. If this is the case we will have a total of 35 business days from the day the complaint was received to resolve the issues for you, and issue you with a final written response to your complaint.

The final response will either:

• accept the complaint and, where appropriate, offers 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

Zable 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 (or 35 business days for payment service complaints), 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/

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.

Complaints Data

The Zable card 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 2024
Brands / trading names covered: Autolend, Zable