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ComplaintsFirst Refunds Complaint Handling ProcessAt First Refunds it is always our intention to provide our customers with a high level quality service at all times. If however you believe we have fallen short of this, or you have a specific complaint, we would like to hear from you. Who Should You Contact? We would ask you to compile as much detail as possible about your complaint and then contact our Complaints Officer by: Telephone on 0207 7887979 Fax on 0845 643 5414 Writing to First Refunds Ltd, 26 York Street, London W1U 6PZ. How Long Will It Take? As soon as we receive your complaint, we will issue an acknowledgement. We will then advise you within a further 5 working days of the time we expect it to take to fully investigate and respond to your complaint. If we are still investigating your complaint after 4 weeks we will advise you we are still investigating and explain why we are not in a position to conclude matters. We will also advise you when we will make further contact. In the unexpected situation that we have not resolved matters by the end of 8 weeks [from the date of the initial complaint] we will either:
Who Will Review My Complaint? To ensure a thorough and independent review, this will be undertaken by a Case Officer not directly involved with the aspect of service about which you are complaining. It will then be further reviewed by a Senior Manager. It is important you provide us with as much information as possible and contact us at the earliest opportunity with your complaint. If this is 6mths or more after you became aware of the cause of the complaint, First Refunds reserves the right to decline to consider the matter. |
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