Complaints Policy

We deal with complaints in a fair and appropriate manner and try to resolve any complaint to the satisfaction of all involved. We have therefore adopted the following Complaints Procedure for handling complaints.

Before deciding whether or not to make a complaint, please visit our FAQ’s as you may find the answer you are looking for there or contact our customer service department who will try to immediately resolve the issue for you. Our customer service department can be contacted on 01462 418117, Monday – Friday, from 9am to 5pm.

If you’ve seen an L&Z Direct Debit on your bank statement and you have questions, please click here.

How to complain

If you wish to make a formal complaint, you can do so by contacting us via one of the following methods:

Email –
Telephone – 01462 418117

Complaints Department
London & Zurich Ltd
PO Box 1668
Unit 2, 94A Wycliffe Road
Northampton  NN1 9NB

All complaints should be as detailed as possible and where applicable evidence should be provided. Please ensure you provide appropriate contact details so we can communicate with you.

Please note we may require proof of identity before discussing or engaging with you about a concern, we do this to make sure that we only communicate about personal issues with the relevant person, or someone duly authorised on their behalf. We ask that when making your complaint you should be courteous and fair in your communications with us and our members of staff.

Complaint handling

Upon receipt of your complaint, your details will be processed and allocated to an appropriate member of our Complaints Customer Service team. A relevant member of staff will acknowledge receipt of your complaint within 3 working days.

At this stage, we may also ask you to:

  • provide further information about the complaint; and/or
  • provide additional evidence to be reviewed as part of the complaint; and/or
  • provide proof of identity.

We aim to send our final response within 15 business days of you making the complaint. We will confirm the outcome in writing to you by email, unless you ask us to contact you by post.

Sometimes we may need additional time to complete our investigation and therefore may need to extend the response time beyond the 15 business days. We will however keep you updated of the delay and will resolve your complaint within 35 business days.

Referring your complaint to the Financial Ombudsman Service (FOS)

If you are dissatisfied with our resolution or haven’t heard from us within 15 business days, you may be able to refer your complaint to the Financial Ombudsman Service using their contact details below:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: 0800 023 4567

Confidentiality and record keeping

All complaints received will be dealt with confidentially and in accordance with data protection laws and our privacy policy.

About us

London & Zurich Limited (CRN: 03279428) is authorised and regulated by the Financial Conduct Authority, authorisation number 712747 for the provision of payment services under the Payment Services Regulations 2009 as amended.

Full details can be found at the FCA Website

Complaints Department
London & Zurich Ltd
PO Box 1668
Unit 2, 94A Wycliffe Road
Northampton  NN1 9NB

Email –
Telephone – 01462 418117

Our lines are open:

Monday – Friday (excluding Bank Holidays) 9:00am – 5:00pm
Saturdays CLOSED
Sundays CLOSED

To maintain a quality service, and for security reasons, we may monitor or record phone calls.