The LSB is unable to respond to customer enquiries or complaints about our registered firms. Contact details for organisations who can help with enquiries can be found below.
The Standards for business customers
The Standards of Lending Practice for business customers provide protections for SMEs with a consolidated turnover of up to £25 million across loan, commercial mortgage, overdraft and credit card products.
The Statement of Lender and Borrower Responsibilities is a document which sets out registered firms’ responsibilities to borrowers and what firms ask of their customers. A further document, the Statement of Commitment and Borrower Responsibilities, sets out the responsibilities of registered firms undertaking debt collection activities and what those firms ask of their customers.
Both statements have been developed to sit alongside the Standards of Lending Practice.
The relevant statement is also available on registered firms’ websites and customers may wish to read the Standards for business customers alongside these.
The Standards for personal customers
The Standards of Lending Practice for personal customers set out standards of good practice in relation to overdraft, credit card, chargecard and unsecured loan products and services provided to consumers.
The Statement of Lender and Borrower Responsibilities is a document which sets out registered firms’ responsibilities to borrowers and what firms ask of their customers. A further document, the Statement of Commitment and Borrower Responsibilities, sets out the responsibilities of registered firms undertaking debt collection activities and what those firms ask of their customers.
Both statements have been developed to sit alongside the Standards of Lending Practice.
The relevant statement is also available on registered firms’ websites and customers may wish to read the Standards for personal customers alongside these.
Authorised Push Payment (APP) scams
APP scams occur when a customer is tricked into authorising a payment to an account they believe belongs to a genuine payee, but is in fact held by a scammer.
If you are worried that you have been a victim of a scam it is important to make contact with your payment service provider immediately, using the number on the back of your debit, credit or prepaid card or by visiting their website.
If you don’t have access to any money because it’s all been taken, tell your bank as they may be able to help. You can also contact the Citizens Advice consumer helpline: 0808 223 1133 or visit their website.
If you are finding it hard to recover from the experience, contact Victim Support on 0808 1689 111.
The Financial Ombudsman Service is responsible for handling complaints between financial service providers and their customers.
Credit Card Market Study (CCMS) Remedies
Four industry led remedies flowing from the Financial Conduct Authority’s Credit Card Market Study report, designed to improve customers’ awareness of their borrowing, repayment patterns and associated costs.
Previously a standalone set of remedies, from 8 April 2021, the requirements set out in the four remedies have also been incorporated into the Standards of Lending Practice for personal customers. While the remedies continue to represent an industry wide agreement, not all firms are signatories to the Standards of Lending Practice for personal customers.
Please see ‘Standards for personal customers’ for information about the Statement of Lender and Borrower Responsibilities and the Statement of Commitment and Borrower Responsibilities – two documents which set out registered firms’ responsibilities to borrowers, the responsibilities of registered firms undertaking debt collection activities and what those firms ask of their customers.