Loans for people with low income

Complaints Policy

Last updated: June 2026

We aim to provide a high standard of service at all times. If you are unhappy with any aspect of our service, we want to know so we can put things right and improve. This policy explains how to make a complaint and what you can expect from us.

1. How to make a complaint

You can make a complaint using any of the following methods:

Email: info@1st-loan.co.uk
Post: 1st‑Loan, Customer Complaints, [Insert Address]

Please include your name, contact details, and a brief description of what went wrong. We will treat your complaint fairly, promptly and confidentially.

2. What happens next

When we receive your complaint, we will:

  • Acknowledge your complaint within 5 working days
  • Investigate the issue thoroughly and impartially
  • Provide a full written response within 8 weeks

If we need more time to investigate, we will explain why and tell you when you can expect our final response.

3. If you are unhappy with our response

If you are not satisfied with our final response, or if 8 weeks have passed and you have not received one, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Financial Ombudsman Service
Website: https://www.financial-ombudsman.org.uk
Telephone: 0800 023 4567

The Financial Ombudsman Service is a free and independent service for resolving disputes between consumers and financial firms.

4. Vulnerable customers

We recognise that some customers may be vulnerable due to personal circumstances. We will take extra care to ensure your needs are considered and that you receive appropriate support throughout the complaints process.

5. Consumer Duty

We are committed to delivering good customer outcomes in line with the FCA Consumer Duty. Complaints are reviewed to identify any areas where we can improve our service and prevent future issues.

6. Confidentiality and data protection

All complaints are handled confidentially. Any personal data collected during the complaints process will be processed in accordance with our Privacy Policy.

7. Learning from complaints

We record and monitor all complaints to identify trends, improve our processes and ensure we continue to meet regulatory standards and customer expectations.