call us on

0845 650 6600*

 

our complaints process

we will listen and investigate your complaint individually

We welcome your feedback, good or bad, and we will listen and act upon it.  If you feel that you would like to complain about the service you have received or about our product, please contact us in one of the following 3 ways:
  1. Call us on 0845 650 6600*.
  2. Email us at customercare@firstplus.co.uk
  3. Write to us at Customer Relations, The Avenue Business Park, Pentwyn, Cardiff, CF23 8FF.

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

Within 5 working days we will acknowledge your complaint and 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 we will be able to agree a resolution to your complaint within 8 weeks.  If we are unable to resolve it within that time we will contact you to explain why and what will happen next.

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

 

 

 

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