Complaints Procedure

You may report complaints in reference to First Quality Loans via email at or via phone at 01371 700410 (standard landline rates apply)

Upon receipt of your complaint, First Quality Loans will assign a support ticket number, review the report, and do our best to resolve the problem via email response by the end of the next business day. If we can't do this, we will send you a prompt written or electronic acknowledgement of your complaint with information on who is dealing with it. If you are not satisfied with our response, you may appeal the decision via email at We ask you to please state your objections to the previous decision and include any new evidence to be considered.

We will communicate with you and send you our full response within eight weeks of receiving your complaint. Our letter will explain that you will have ultimate recourse to the Financial Ombudsman Service if you remain dissatisfied. If you are dissatisfied with our final response, you can ask the Financial Ombudsman Service for an independent review. We will enclose a leaflet (or provide you with a link to the leaflet) from the Financial Ombudsman Service in our final response letter to assist you. If you decide to pursue this further course of action, you should contact the Financial Ombudsman Service within six months of receiving our final response.

Contact Details
Financial Ombudsman Service (FOS)
Exchange Tower
E14 9SR
Tel: 0300 123 9 123

Further details are also available here