Complaints

How to complain

We do everything possible to ensure all our customers obtain a professional service. However, there may be occasions when you feel the level of service you receive has fallen below an acceptable standard. If this is the case you should contact us to voice your concerns.

If you feel the level of service you receive has fallen below an acceptable standard you can contact us by:

• Telephoning: 0161 265 3420
• Emailing: complaints@1st-personal-loans-uk.co.uk
• Writing to: 1st Personal Loans. 14 Lowes Road, Bury. Manchester. BL9 6PJ

How long will it take to deal with your complaint?

Where possible we aim to resolve your complaint by the end of the next working day following receipt of your complaint.

If you have made a detailed complaint and it is not possible for us to resolve it by the end of the next working day following receipt of your complaint, then within five working days of receipt, we will write to you to tell you who is dealing with your complaint.

If we consider that your complaint would be more appropriately dealt with by another firm, for instance the broker, we will refer your complaint to that firm and provide you with their contact details.

The person dealing with your complaint will investigate the issues you raise and try to provide a final response to your complaint within four weeks.

If it is not possible to provide you with a final response within four weeks, we will write to you again to let you know how your complaint is proceeding. We will provide a final response to your complaint within eight weeks.