Complaints at Elderbridge
At Elderbridge we strive to provide the best service for our customers however if our service ever falls short of your expectations please get in touch.
The following is a guide to our complaint process here at Elderbridge.
How do I make a complaint?
If you would like to make a complaint, we will be here to welcome your feedback through the following channels:
0345 650 6237
N.B. If you loan was previously owned by FirstPlus, you should call 0800 052 0520
Send us a letter detailing your complaint to the following address:
PO BOX 908,
How do we respond to your complaint?
We do all we can to respond and resolve your complaint as soon as possible. However in some instances this can take time and we may need to contact you to discuss the complaint further.
We thoroughly investigate every complaint to come up with the best possible outcome for our customers, and once we have resolved your complaint we will provide a written response with our solution.
What is the timescale on my complaint?
If we can resolve your complaint within 3 business days after the day we received it, we’ll send you confirmation of this and we’ll also let you know about the Financial Ombudsman Service (FOS) at this time. If we cannot solve your complaint within this time, we’ll promptly send you an acknowledgement letter, which will include details of our complaint procedures.
We will keep you updated on the progress of our investigation and if we have not resolved your complaint within 4 weeks from receiving your complaint we will be in touch to let you know where we are with our investigations and what we need to do next.
In some cases, when complaints are more complex, we may take up to 8 weeks to send you our resolution letter. If we have not resolved your complaint at this stage we will be in touch to explain this is the case and will let you know when to expect a response. Furthermore you will also be advised of your rights to take your complaint to the Financial Ombudsman Service (FOS).
What if I don’t agree with the response?
Our resolution letter will outline the details of our investigation, how we reached our decision and, where relevant, what we are going to do to put things right. If you are not happy with our response, you do have the option to take your complaint to the Financial Ombudsman Service (FOS) within 6 months of the date of our resolution letter .
The FOS was set up by Parliament to help dissatisfied customers with their complaints with financial businesses. For more information, you can contact the FOS at: