Your Rights

Our number one priority is to provide customers with the highest level of service.

However we know that sometimes things can go wrong. Customer feedback helps us understand where things have gone wrong and gives us the opportunity to put them right. It also helps us understand where we need to improve our products and services.

If you have a complaint about your Adviser or the service you received please contact First Complete Ltd.

Post:
Complaint Department,
First Complete Ltd.
Newcastle House, Albany Court,
Newcastle Business Park,
Newcastle Upon Tyne, NE4 7YB.

Phone: 0191 233 4685. We may record and monitor calls.

The Financial Ombudsman Service

If you’re dissatisfied with the response, you can ask the Financial Ombudsman Service for an independent review free of charge.

Post: The Financial Ombudsman Service, Exchange Tower, London. E14 9S

Phone: 0800 023 4567 or 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

Alternative Dispute Resolution (ADR) Directive

The ADR directive is European law, which means alternative ways of resolving contractual disputes between consumers and businesses are available. The Financial Ombudsman Service (FOS) is the ADR provider for Financial Services in the UK and will provide a complaint handling service under the ADR Directive in addition to its role as an Ombudsman Service.

Progress FS Ltd has decided to continue dealing with customer’s complaints when they are received rather than pass responsibility to the FOS under the ADR Directive. This does not affect customers’ statutory rights of referral to the FOS as outlined above.

Online Dispute Resolution Platform (ODR). Complaints about Financial Services firms may also be sent to the Online Dispute Resolution website; http://ec.europa.eu/consumers/odr.

Any complaints received via the ODR, will be forwarded to the FOS and then to Progress Financial Services. Complaints received by this method will be treated in the same way as those received through existing means.