Register a Complaint – United Kingdom

First Associates strives to provide excellent service, but unfortunately sometimes things can go wrong. However if you share your complaint, we have the opportunity to fix it and make improvements. Our goal is to sort things out for you as soon as we can, so if you have a complaint please follow the steps below and we will do our best to correct it as soon as possible.

To aid consumer awareness, this page contains guidance on how First Associates Loan Servicing, Limited’s (referred to here as “FALSL,” “we,” “our”) customers (referred to here as “you,” “your”) can file complaints regarding the business activities of FALSL. This page also illustrates how FALSL will handle all complaints received to an adequate resolution.

Initiating a Complaint

All complaints may be made free of charge for your consideration. FALSL employees are committed to customer satisfaction, therefore we are sensitive to the idea that you may make a complaint in a variety of ways, including:

  1. Phone calls – 0800-368-9907
  2. Voice mail – 0800-368-9907
  3. Email – InquiriesUK@1stassociates.com
  4. Regular mail – PO Box 6495, London, W1A 6US

Please include as much detail about what’s gone wrong, along with your name, address, account number(s), contact number and the best times to contact you should we need to discuss your complaint.

If we can resolve your complaint within 3 (three) business days following the day we received it, we will send confirmation of this and we will also let you know about the Financial Ombudsman Service (FOS) at this time.

For more complex issues, we may need more time to investigate your concerns. If this is the case, it is our goal to resolve all complaints within eight (8) weeks of receipt. Within eight (8) weeks of receiving your complaint, we will send:

  1. A written acknowledgement, which will provide that we have received and are in the process of conducting an investigation into your complaint. We will also keep you informed throughout the entire process until a resolution is reached.
  2. A final response to you, which will either:
    • Accept the complaint and offer redress or remedial action; or
    • Offer redress or remedial action without accepting the complaint (as a gesture of good will); or
    • Reject the complaint and give reasons for doing so.
  3. If we have been unable to reach a conclusion on your complaint within 8 weeks, we will send you a written response which:
    • Explains why we are not in a position to make a final response with an indication of when we expect to be able to provide one;
    • Informs you that you may refer the complaint to the Financial Ombudsman Service.

Investigation and Resolving Complaints

We are committed to providing a resolution for all received complaints. You can rest assured that all complaints are investigated independently to provide redress for any identified issues. Further, we take steps to ensure that in handling complaints, we identify and remedy any recurring or systemic problems in order to identify root causes that are common types of complaints with the intent of making corrections where reasonable.

Once a complaint has been received in our offices we will conduct the following:

  1. Investigate the complaint competently, diligently and impartially;
    • We will send you a prompt written acknowledgement, providing reassurance that we have received your complaint and are handling the matter,
    • We will keep you informed of the progress and measures being taken in order to reach a resolution.
    • We may reach out to you in order to obtain additional information as necessary to reach an adequate resolution.
  2. We will assess fairly, consistently and promptly:
    • The subject matter of the complaint;
    • Whether the complaint should be upheld;
    • What remedial action or redress (or both) may be appropriate.
  3. After we take into account all relevant factors, we will:
    • Offer redress or remedial action when we decide that it is appropriate; or
    • We will explain to you promptly, our assessment of the complaint and our decision and any offer of remedial action or redress.

When a Complaint is Resolved

A complaint is resolved when you have indicated acceptance of our response to you. Your response can either be in writing or verbal.

When a complaint can be resolved within three (3) business days, we will promptly send you a “Summary Resolution Communication,” which is a letter that will state:

  1. That a complaint was filed by you and inform you that the complaint has now been resolved;
  2. That if you are dissatisfied with the resolution of the complaint, you may be able to refer the complaint to the Financial Ombudsman Service at: www.financial-ombudsman.org.uk

When a more complex issue is filed, we may need up to eight (8) weeks to investigate your concerns. When those types of complaints are resolved we will send:

  1. A final written response that a complaint was filed by you, and inform you of the final status of the complaint which will be one (1) of the following:
    • Accept the complaint and offer redress or remedial action; or
    • Offer redress or remedial action without accepting the complaint; or
    • Reject the complaint and give reasons for doing so.
  2. That if you are dissatisfied with the resolution of the complaint, you may be able to refer the complaint to the Financial Ombudsman Service at: www.financial-ombudsman.org.uk

Financial Ombudsman Service

You can also refer your claim to the Financial Ombudsman Service if you are unhappy with results. If you do so, it should be within 6 (six) months of the date of our final response. The service provided is free and impartial. You can reach their service at the following contact points:

  1. Website: www.financial-ombudsman.org.uk
  2. Telephone: 0800-023-4567
  3. Mailing Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Thank you!