Complaints Policy

How we handle complaints

At Financing First Limited, we are committed to providing the best service we can to our supporting healthcare providers and their patients and clients.

However, occasionally, things may not go as well as you or we intended.

If you are not satisfied with any product or service you have received, our complaints process is there for those rare occasions.

When a complaint is received we aim to investigate it quickly, then resolve it so that it does not happen again.

If we receive a complaint which is the responsibility of your healthcare provider, we will pass your concerns on to them and make regular contact with them until it has been resolved, and you have received confirmation of this.

If we receive a complaint which is the responsibility of the Lender of your loan facility, we will pass your concerns on to them and ask that it is dealt with in accordance with their complaints process.
If we receive a complaint which is our responsibility, we will acknowledge your complaint and deal with it in accordance with our complaints process.

How long it will take

The vast majority of complaints are resolved quickly by ourselves, healthcare providers and lenders, but there may be occasions where we and they need more time to investigate and resolve your issue. We will acknowledge your complaint in writing within 5 working days.

Whilst your complaint is being investigated, you will receive regular updates on the progress of the investigation.

Our aim is to resolve your complaint as quickly as possible. If we are unable to resolve it within four weeks of receiving your complaint, we will contact you to explain why there is a delay and when we expect to be able to resolve it. After eight weeks, if we are still resolving your complaint and you are unhappy with the progress, you could refer your complaint to the Financial Ombudsman Service.

If there is no agreement 

We always want to resolve your complaint to everyone’s satisfaction. However, if you feel our response to your complaint does not fully address all your concerns, please let us know, so we can ascertain whether there is anything more we can do.

You can contact us by:

If you are not satisfied with our response to your complaint, you can refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of our final response letter to you.

They can be contacted in the following ways:

Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk