Complaints and feedback

How to make a complaint and what to expect.

We welcome all feedback, good or bad, and listen to and investigate every complaint individually. If youʼd like to complain about the service you have received or about our product, please contact us using the details below.

Please remember to include your account number and your preferred method of contact within your complaint.

Your complaint will be acknowledged within 5 working days and weʼll let you know your unique 7-digit reference number, as well as the name and direct telephone number of the person handling your complaint.

We investigate every complaint fully and individually. In most cases weʼll be able to agree a resolution to your complaint within 8 weeks. If weʼre unable to resolve it within that time, weʼll contact you to explain why and what will happen next.

Weʼll also provide you with information about how to refer a complaint to the Financial Ombudsman Service (FOS).

Please be aware that the Firstplus Financial Group PLC is not responsible for the content of third party websites.

If you're not happy with our response

Hopefully, we'll be able to resolve your complaint to your satisfaction. If, however, anything is unclear or you're unhappy with our response, please contact the person or department that handled your complaint. They'll do all they can to answer your questions and reach an agreement.

If your complaint is still unresolved, you can ask for a review from the Financial Ombudsman Service (FOS), an independent service that will look into your complaint and make adjudication on our response. The Financial Ombudsman Service reviews complaints from personal customers and business customers with a turnover of less than €2million a year and fewer than 10 employees.

You can contact them in writing, by phone or send them an email.

Write to them at:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Call on

0800 023 4567 or 0300 123 9123

Email them at:

Getting in touch

  • Send us an email
  • Give us a call

    0800 052 0520 For international customers please contact us on +44 1604 529416 (International) Lines are open Monday to Friday, 9am to 5pm UK time
    Saturday :9am - 1pm UK time
    We are closed on Public and Bank Holidays
  • Write to us

    Customer Relations Firstplus Financial Group Plc The Avenue Business Park Pentwyn Cardiff CF23 8FF United Kingdom

*Calls to 0800, 0808 and 0500 numbers are free if made from a UK landline. Calls to 03 numbers use free plan minutes if available. Otherwise they cost the same as 01/02 prefix calls. Non-BT customers and mobile phone users should contact their service providers for information about the cost of calls.

To maintain a quality service, we may monitor and record phone calls.

A Firstplus loan is secured on your home. Your home may be repossessed if you do not keep up repayments on a mortgage or any other debt secured on it.