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.

Getting in touch

  • Send us an email

    customercare@firstplus.co.uk
  • 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 5:30pm 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.