Complaints: How we can help you?
At First Response we aim to offer you the best possible service, but there may be occasions when you feel dissatisfied. If so we will always try to resolve the problem quickly and wherever possible to your satisfaction.
The steps we will take to handle complaints.
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.
What you need to do:
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:
By Day 7
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.
By Day 28
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.
By Day 56
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.
What Next?
If after issuing our final response or update on progress you are still unhappy, you can 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.
The Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR Tel 0845 080 1800 |
Information about the Ombudsman is available
HERE. If you have any questions about this leaflet or our complaints procedure please contact the Compliance Dept at:
First Response Finance Ltd
Chetwynd Business Park
5 Regan Way
Chilwell
NOTTINGHAM
NG9 6RZ
Tel 0844 873 0809
