Complaints Procedure

Our commitment to you

At 1st Homes Limited each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times.

We are in receipt of your complaint and we will deal with it promptly, effectively and in a positive manner.

1st Homes Limited Complaints Procedure

This document sets out how we will manage any customer complaints received. This policy and process forms a key part of our staff training programme. In addition, it details how and when we will communicate with our customers when they do complain and importantly how we will work to resolve their complaints in a timely manner.

We believe our organisation provides a first-class service to our customers.
However, we also understand that occasionally things may go wrong and not be to the entire satisfaction of our customers.

When our customers make us aware of any shortcomings in our products or our service we will always respond in a professional and courteous manner and ensure that our first-class service is maintained throughout the investigation and resolution of their complaint.

The person in our organisation responsible for this area of our business is Nicola Watling – Complaints Manager.

The person named above is referred to as the Complaints Manager throughout this document.

We believe that we provide a first-class service to our customers. To ensure that this statement remains true we will proactively:

  • Advise each customer on “How to Complain” when they first do business with us
  • Train all of our staff to understand the importance of our complaint management
  • Respond positively and professionally if our customers do complain
  • Learn from any feedback provided by our customers and Staff and amend our
    processes if appropriate to avoid repeated complaints.

This Policy Statement will be reviewed at least once a year and amended as required to ensure it remains current and a key element of our business.

Handling Complaints

It will always be free of charge for customers to lodge a complaint and they have a choice of how they complain (letter, email, telephone call, personal visit) will always be theirs.


Telephone: 0808 1689 500


Post: Lisle House,
Red Lion Yard,

When we receive a complaint from a customer we will immediately start to collate the information we need to complete the Complaint Management Form.

After the initial information has been collected the Complaints Manager will assign the complaint to an appropriate member of staff. The designated person will not have any conflicts of interest in managing and investigating the complaint. All complaints will be investigated competently, diligently and impartially so we can be sure that we are able to treat our customers fairly.

Once the complaint has been fully investigated the Complaints Manager will authorise any appropriate action which may or may not involve compensating the customer.

Resolving Complaints

We will endeavour to resolve complaints in a timely manner and to the satisfaction of all concerned.

This means we will aim to resolve all complaints quickly while making certain they are also investigated thoroughly, to reassure customers that their complaints have been reviewed fully and the resolution is well founded.

The following standards have been agreed throughout our business:

• Every complaint received, and that is not resolved by the close of the next working day, will be acknowledged within five working days and a copy of the “How to Complain” leaflet sent to the customer.
• We will advise the customer on each communication when they will next hear from us.
• We will endeavour to resolve complaints in a timely manner and within eight weeks as a maximum.
• If we cannot resolve a complaint then we will refer customers to IWA/SHERMIN.

To begin the complaints procedure, please download and complete this document.

1st Homes Ltd is a trading style of 1st Homes Ltd, Langford Hall Barn, Witham Road, Langford, Maldon, CM9 4ST, Reg No 08448201. We are authorised and regulated by the Financial Conduct Authority FRN680683. We are a credit broker, not a lender, and offer facilities from a panel of lenders. We have a commercial relationship with our lenders and we do not charge any fee to you for the service of introducing you to them.