Complaints

We value your feedback. If you have a complaint about any aspect of our service, please contact us by using any of the following details:

Telephone: +44 (0) 20 3872 6670

Post: Compliance Department

UK First Limited

Interchange House

1st Floor 81-85 Station Road

London CR0 2RD

Email: complaints@firstfintech.co.uk

When contacting us regarding a complaint, please make sure you provide us the following information:

– Your name, contact details and client reference number;

– A detailed description of your concern or complaint;

– Information of what we can do to solve the situation;

– Any other relevant information or documents.

We will work to resolve your complaint immediately. However, sometimes we will not be able to solve the issue for you right away. In those instances, we will send an acknowledgement of your complaint in writing within 3 (three) business days and with the contact details of the investigating officer, who will inform you from time to time on the progress of the resolution of the complaint.

We will do our best provide you with a full response within 15 (fifteen) business days. If we are unable to provide you with a final response within 15 business days we will provide you an explanation as to why we are unable to provide you with a final response and with an extension of up to 30 (thirty) calendar days.

In our final response we will include a summary of your complaint and of the outcome of our investigation and details of any offer to settle the complaint.

You may be entitled to refer your complaint to the Financial Ombudsman Service. Further information, contact details and the eligibility requirements can be located on https://www.financial-ombudsman.org.uk.