Complaints Procedure
We take all complaints seriously. Here's how to raise a concern and what to expect.
How to make a complaint
If you have a concern about any aspect of our service, we encourage you to let us know so we can put it right. You can contact us by:
Contact us
Phone: +44 203 918 1986 (Mon–Fri, 9am–5pm)
Email: hello@fcal.co.uk
Post: First Credit Advice Limited, 27-43 St James House, Eastern Road, Romford, RM1 3NH
Please include as much detail as possible:
- Your name and contact details
- A clear description of your complaint
- What happened and when
- The outcome you are seeking
Our complaints process
We follow the FCA's complaints handling requirements. Here is what happens next:
Acknowledgement
We will acknowledge your complaint within 5 business days of receiving it. We will confirm who is handling your case and provide their contact details.
Investigation
We will carry out a fair, thorough investigation of your complaint. We may contact you if we need further information.
Final response
We will send you a final response within 8 weeks. If we uphold your complaint, we will explain the remedy and any action we have taken to prevent it happening again.
If we need more time
If we cannot provide a final response within 8 weeks, we will write to explain why and let you know when you can expect our response.
Financial Ombudsman Service
If you are not satisfied with our final response — or if 8 weeks have passed without a final response — you may refer your complaint to the Financial Ombudsman Service (FOS) free of charge.
FOS is an independent body that resolves disputes between consumers and financial services firms.
You must refer to FOS within 6 months of our final response letter.
Financial Ombudsman Service
www.financial-ombudsman.org.uk
Free phone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Post: Exchange Tower, London, E14 9SR
Data protection complaints
If your complaint relates to how we have handled your personal data, you may also complain to the Information Commissioner's Office (ICO):
ICO
www.ico.org.uk
Phone: 0303 123 1113
Last reviewed: by First Credit Advice Limited