Complaints Procedure
 

If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right. We do everything we can to ensure our customers receive the best products and services possible. However, sometimes we may not get things right the first time.

We would like you to tell us what went wrong so we can put matters right.

How and where to complain

If you are not satisfied with any aspect of our service or products, you can tell us about your complaint in the following ways:

By completing our online form - Register your issue
We will complete this for you if you are unable or unwilling to complete it yourself. We will do this for you if you call us.

In writing – write to us at the following address:

Customer Complaints Department
First Call Group Limited
Unit A, James Carter Road
Mildenhall
Bury St Edmunds
Suffolk
IP28 7DE

By telephone – call us on 0191 249 8188 option 3 during our office hours and ask for the Customer Complaints Department. Our normal office hours, for complaints, are Monday to Friday 9am-5pm. We are closed weekends and bank holidays.

By email – dave@fcgltd.co.uk

What to expect

We aim to resolve your complaint straightaway but if we can’t, we will keep you informed on a regular basis. If you need an update, please call us on 0191 249 8188 option 3 and ask to speak to the person handling your complaint.

If we are unable to resolve your complaint straight away we will confirm receipt of your complaint within 5 working days.

Your complaint will be investigated by a complaints handler and if we are unable to resolve your complaint within 4 weeks we will write to you explaining where we are with the complaint and that we require further time to investigate it. Under the legislation we have 8 weeks to issue you with a final response, although we will try to do so sooner.

Once the complaint has been investigated we will contact you to discuss our findings. We will then issue you with a final resposne letter.

When we reply to your complaint, if you consider our response doesn’t fully address your concern, please let the complaint handler know so we can see if there is anything further we can do. If at any time during the 8 week process you have any information which you would like to pass to us, please do not hesitate to contact us.

If we cannot reach an agreement

Our aim is to resolve all complaints. However, if you are not satisfied after receiving our 'final response' letter, or if eight weeks have passed, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown below.

Please note: Only complaints relating to the sale of financial services should be referred to FOS.

The Financial Ombudsman Service can be contacted in writing at the following address:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567 (free for most people ringing from a fixed line)
0300 123 9123 (cheaper for those calling using a mobile)
+44 20 7964 0500 (if calling from abroad)

Email: complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service’s website
at www.financial-ombudsman.org.uk