At Elderbridge we always strive to provide the best possible service for our customers. However, if our service ever falls short of your expectations please get in touch with one of our friendly team who will be happy to help.
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:
Phone
Give us a call on: 0845 8400 244
N.B. If you loan was previously with FirstPlus, you should call 0345 8400 244
You can email us on: customer.services@elderbridge.co.uk
By Post
You can send us a letter detailing your complaint to the following address:
Customer Services,
Target House, Imperial Way, Coedkernew, Newport NP20 8UH
How do we respond to your complaint?
We will do all that we can to respond and resolve your complaint as soon as possible. However in some instances we may need to contact you to discuss the complaint further.
We thoroughly investigate every complaint in order to find the best possible outcome for our customers. Once we have resolved your complaint we will provide a written response with our solution.
What is the timescale on my complaint?
If we are able to resolve your complaint within 3 business days after the day we received it, we’ll send you confirmation of this. At this time, we will also let you know about the Financial Ombudsman Service (FOS) and how they can assist you. 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 receipt of 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, it might take up to 8 weeks to send you our resolution. If we have not resolved your complaint at this stage we will be in touch to explain and to 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 have the option to take your complaint to the Financial Ombudsman Service (FOS) within 6 months of the date of our resolution letter .
For more information, you can contact the FOS at:
- Phone: 0800 0 234 567 (free from fixed and mobile lines).
- Web: www.financial-ombudsman.org.uk
- Email: complaint.info@financial-ombudsman.org.uk
- Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Complaints Data
You can see our latest complaints data here:
Elderbridge complaints data Apr 2023 – Sept 2023
Elderbridge complaints data Oct 2022 – Mar 2023
Elderbridge complaints data Apr 2022 – Sept 2022
Elderbridge complaints data Oct 2021 – Mar 2022
Elderbridge complaints data Apr 2021 – Sept 2021
Elderbridge complaints data Oct 2020 – Mar 2021
Elderbridge complaints data Apr 2020 – Sept 2021