At Lime, our aim is to give our customers the very best service, but we understand that sometimes things can go wrong. If you've had a bad experience or something has gone wrong, let us know. We are committed to treating our customers fairly and to continuously improve where we've not got it right and you can help us improve these things.
How to make a complaint
Where we can, we would like to resolve your concerns right away, so please can you complete our online complaints form, letting us know what when wrong and what you want us to do to put things right. Start complaint form.
If you would prefer to send us your complaint in writing, please write to:
Level 30, Leadenhall Building
122 Leadenhall Street
London EC3V 4AB
Tel No: +44 (0)203 753 5469
or email: firstname.lastname@example.org
Once we have received full details of your complaint, if we are unable to resolve your concerns quickly, we will:
If, after receiving our final response, you're not happy and feel we have not considered all your concerns or you have additional information that would help us more fully understand how we can put things right, let us know and we will review our findings again. In any event, if we have not resolved your case within 8 weeks, you have the right to ask the Financial Ombudsman Service (FOS) to review your case.
The Financial Ombudsman Service (FOS) provides customers with help to resolve their complaints when firms, like us, have not been able to resolve a complaint to the customer's satisfaction. The service is provided free of charge and is impartial. We are bound by the Ombudsman's decision, but you are not and contacting them will not affect your legal rights. For more details about the Financial Ombudsman Service (FOS) visit then at www.financial-ombudsman.org.uk
If you have taken a product out online and are unhappy with this product or the service you received, you can also use the European Commission's Online Dispute Resolution Service to make a complaint. The purpose of this platform is to identify a suitable Alternative Dispute Resolution (ADR) provider and we expect that this will be the Financial Ombudsman Service (FOS). Please be aware that the Financial Ombudsman Service will only be able to consider your complaint after we or the insurer have had the opportunity to consider and resolve your complaint.