Complaints

Last updated: June 2026

We take any complaint seriously and aim to resolve it promptly, fairly and consistently. If you are unhappy with any aspect of our service, we would like the opportunity to understand what has happened and put it right.

1. How to raise a complaint

Please contact us in writing at info@lydiamgroup.com, setting out the details of your complaint. To help us investigate quickly, please include:

Your name and the name of the entity or account concerned.
The Lydiam entity you have been dealing with, if known.
A clear description of what happened, including relevant dates and any reference numbers.
Copies of any relevant correspondence or documents.
How you would like the matter to be resolved.

2. What happens next

We will acknowledge your complaint promptly and let you know who is handling it. We will investigate the matter fairly and thoroughly, drawing on the relevant records and, where appropriate, the teams involved. We may contact you for further information.

We aim to provide a full written response within a reasonable timeframe. If we need more time to investigate, we will keep you informed of progress and of when you can expect a response.

3. Our response

Our response will explain the outcome of our investigation, the reasons for our decision, and any steps we propose to take. If we have made a mistake, we will tell you how we intend to put it right.

4. If you remain dissatisfied

If you are not satisfied with our response, please let us know and we will review the matter again. Depending on the entity you dealt with, the product concerned and your jurisdiction, you may also be able to refer your complaint to an external body such as an ombudsman, dispute resolution service or the relevant regulator. Where an external route is available to you, we will set out the details in our final response.

5. Contact

To raise a complaint or ask about our complaints process, please contact us at info@lydiamgroup.com.