How to make a complaint


Our customers genuinely are at the heart of what we do and we aim for 100% customer satisfaction, but we also know we don’t always get it right 100% of the time. If that’s happened with you, we’d like to try to put it right as quickly as we can.

You can contact us in whatever way is most convenient to you with details of your complaint. Please provide your Lantern customer reference number, a description of your complaint, how you think we can resolve it, and any other relevant information.

How to contact Lantern

Simply get in touch, letting us know the problem and your Lantern customer reference number:

Phone: 0113 887 6876

Email: [email protected]

Online chat: Open chat window

Online portal:
Protection House
83 Bradford Road
LS28 6AT

How we will investigate your complaint

  • Once we have received your complaint, we will do our best to resolve it within three days of receipt.
  • If we can’t do this we will acknowledge your complaint within five working days.
  • We will then aim to resolve your complaint within 4 weeks. If this has not been achieved we will write to you and let you know the progress of your complaint and when we hope to complete this by.
  • We will send you our final response as soon as possible but no later than 8 weeks from receiving your complaint. In the unlikely event we are unable to provide a final response at this time, we’ll contact you to explain the delay and give you an indication of when to expect our response.

Download our Complaints Procedure

Download our Complaints Procedure for future reference

How to contact the Financial Ombudsman Service (FOS)

If you remain unhappy or have not received a response within 8 weeks you can then refer your case to the Financial Ombudsman Service (FOS). We will provide you details of how to do this on our final response however we have included their details below:

Financial Ombudsman Service
Exchange Tower
E14 9SR
Email: [email protected]
Phone: 0300 123 9 123

The Financial Ombudsman Service (FOS) exists to mediate on complaints between customers and financial services firms when they cannot come to an agreement themselves. There is no cost to customers for their services.

How to contact the Credit Service Association (CSA)

We are also members of the Credit Service Association (CSA) and comply with their code of practice. If you believe we have broken the rules of this code and are not satisfied with our final response you can refer your case to them.

Credit Service Association
2 Esh Plaza
Sir Bobby Robson Way
Great Park
Newcastle Upon Tyne
NE13 9BA

Phone: 0191 217 0775
Email: [email protected]

The Financial Conduct Authority (FCA) requires firms to publish reportable complaint figures received on a half yearly basis. Below are the most recent figures for Lantern UK;

  Received  Closed  Upheld %  Complaints per   1000 accounts
Jul – Dec 2023 1,652 1,741 22% 0.89

Denise Crossley

Chairman of Lantern

I’ve always believed that, even in the world of debt collection, and especially when you’re dealing with people facing difficult circumstances, there is only one way to behave: be empathetic, honest and relatable. This approach is at the very heart of Lantern.

Award winning and trusted by our customers