Complaints Procedure - First Call Network

Complaints Procedure

We're committed to providing excellent service. If you're not satisfied, we want to know so we can put things right.

Our Complaints Process

1

Contact Us First

Most issues can be resolved quickly by contacting our customer service team directly. We aim to resolve all initial concerns within 24 hours.

Response target: Within 24 hours
2

Formal Complaint Submission

If your concern hasn't been resolved to your satisfaction, you can submit a formal complaint using the form below or by emailing us directly.

Please provide:

  • Your full name and contact details
  • A clear description of your complaint
  • What you'd like us to do to resolve the issue
  • Any relevant documentation or correspondence
Acknowledgement: Within 2 business days
3

Investigation and Resolution

We'll thoroughly investigate your complaint and provide a detailed response with our findings and proposed resolution.

Our process includes:

  • Assigning a dedicated complaints handler
  • Reviewing all relevant information
  • Keeping you informed of progress
  • Providing a final response with our decision
Final response: Within 8 weeks maximum
4

Escalation Options

If you're not satisfied with our final response, or if we haven't resolved your complaint within 8 weeks, you may be able to refer your complaint to an alternative dispute resolution provider.

Please note: As we provide business information services rather than regulated financial services, the Financial Ombudsman Service may not have jurisdiction over complaints about our service.

Important: First Call Network provides business information services and is not FCA-regulated for complaints handling purposes. Our complaints procedure follows best practice for business-to-business services.
Regulatory Status: First Call Network is a trading name of Whitehall Strategic Alliance Ltd (Company No: 12345678). We provide business information services and are not FCA-regulated. Our complaints procedure follows best practice standards for business-to-business services.

Submit a Formal Complaint

Thank You for Your Complaint Submission

We've received your complaint and will acknowledge it within 2 business days. A dedicated complaints handler will be assigned to investigate your concerns and work towards a resolution.

Reference Number:

Please quote this reference in any further communication about your complaint.

Alternative Ways to Contact Us

Email

Send your complaint details directly to our dedicated complaints team.

enquiries@firstcallnetwork.co.uk

Phone

Speak directly with our customer service team during business hours.

0208 058 4104

Monday-Friday, 9am-5pm

Post

Send written correspondence to our registered office address.

First Call Network
The Grange, Neasden Lane
London NW10 1QB

Data Protection: All complaints are handled in accordance with our Privacy Policy and data protection obligations. We will only use your personal information to process and respond to your complaint. For more details, please see our Privacy Policy.