If you are dissatisfied with any part of our service, it’s important you let us know as soon as possible.  By working out your problem we can make sure that we give you the best service possible.  All of our standards of service are designed to meet the requirements of the Finance & Leasing Association (FLA) lending code. If you would like a copy of the code, there is one availabe at the bottom of this page.

 

 

First, contact our Customer Services Department on 0844 873 0821 or  write to:

 

First Response Finance Ltd

Beswick House

Orford Business Park

Greenfold Way

Leigh

WN7 3XJ

 

You can also e-mail your enquiry by clicking here. 

 

Please have your account number or application details available at this point.  Sometimes we may ask you to outline your complaint in writing, as this helps us fully understand your concerns.  If we can’t resolve your complaint straight away, we will look into it in more detail.  This may obviously take some time, but we will keep you informed of how your complaint is progressing. After your complaint has been received, we’ll take the following steps:

 

 

We will investigate your complaint and try to give you a full reply.  If this is not possible, an acknowledgement will be sent to let you know who is dealing with your complaint.

 

 

We will have completed our investigation of your complaint and sent a written response.  In some cases however, we may need more time to respond.  If so, we will write with an update of the situation.

 

Hopefully our response will have resolved the situation but, if you are still unhappy, please contact us and we’ll take another look at your concerns.

 

 

It is highly unlikely that we will not have resolved your complaint in this time, but if we haven’t, a senior manager will review your file and write to you with our final response.  If this is not possible we will write to you giving you an update on the situation.

 

 

If after issuing our final response or update on progress you are still unhappy, you can contact the Finance & Leasing Association (FLA), of whom we are members.  Their address is shown at the end of this leaflet.

 

In certain circumstances you can also contact the Financial Ombudsman Service within six months of our letter.  Before taking this step, you need to check that the Ombudsman can handle your complaint.  We have a leaflet available that describes this service and ask that you call us if you would like a copy.  The Ombudsman is independent and impartial and is responsible to the Financial Services Authority.

 

 

 

 

If you have any questions about this leaflet or our complaints procedure please contact the Training & Compliance Dept at:

 

First Response Finance Ltd

Chetwynd Business Park

5 Regan Way

Chilwell

NOTTINGHAM

NG9 6RZ