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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

  1. We will acknowledge your complaint within 5 working days of receipt of your complaint.
  2. We will investigate your complaint and endeavor to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.
  3. We will endeavor to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
  4. If more than 8 weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:

          Financial Ombudsman Service (FOS)

          South Quay Plaza

          183 Marsh Wall

          London

          E14 9SR

          You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.

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