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Complaints

Our Commitment to you…

At 1st Stop Group our customer complaints process is important to us, and we believe you have the right to a fair, swift and courteous service at all times.
If you are not satisfied with any aspect of our service, we would like you to tell us your concerns.

You can contact us in any way that is convenient to you including by e-mail, post, or by telephone. Our contact details are shown below:

By telephone
01253 603952 or 0191 492 1919

By email
complaints@1ststop.co.uk

Writing
Or by writing to us at Customer Complaints, 1st Stop Group, 10 Whitehills Business Park, Blackpool, Lancashire, FY4 5LW.

We will do our best to resolve complaints within three business days following receipt.

If we resolve your complaint by the close of business on the third business day following the day on which it is received, we will send you a written summary resolution communication informing you that your complaint has been resolved and we consider the matter to be closed. We will also tell you that you can refer your complaint to the Financial Ombudsman Service if you remain dis-satisfied with our response and you should do this within six months of receipt of our summary resolution.

However, if we are unable to do this we will:

  • Acknowledge your complaint in writing within 5 days of receipt of your complaint assuring you that we have received the complaint and it is being dealt with. We will also include a copy of this procedure.
  • Keep you informed of the progress of the complaint.
  • Provide you with a final response within 8 weeks of receipt of the complaint.

Where applicable, we will inform you that if you remain dissatisfied with our final response you have the right to refer the complaint to the Financial Ombudsman Service within 6 months of our final response. We will also include a copy of the FOS explanatory leaflet.

You can contact FOS by writing to: –

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567

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

Further details can be found by visiting their website at www.financial-ombudsman.org.uk

We are required to make you aware of the European Commission’s Online Dispute Resolution platform (ODR) which allows you to make a complaint about transactions made online. This platform may be used to facilitate resolution of disputes and sits alongside our existing complaints procedure. For more information Online Dispute Resolution (ODR) platform see http://ec.europa.eu/odr.

If we do not provide our final response letter within eight weeks of receiving your complaint, you can refer your complaint to the Financial Ombudsman Service without it.