Complaints Procedure

We aim to give the best service possible to all of our customers but we recognise that things can go wrong occasionally. We take all complaints received very seriously and aim to resolve them promptly. We will record certain details of your complaint and use these to make sure we can continually improve the service we provide. If you are dissatisfied with any service you have received from us please contact us. The staff will try to resolve your complaint however, if you remain dissatisfied please address your comments in writing to:

Customer Services Manager
1st Sure Limited
6 Station Close
Potters Bar

Should you find it necessary to make a complaint we will acknowledge receipt promptly.

Your complaint will be investigated and we will aim to resolve it at the earliest possible opportunity.

If we feel your complaint should be directed to another company we will inform you of this.

If we are unable to resolve your complaint straight away we will ensure you are kept informed of any developments. This will be no more than 8 weeks from receipt of your complaint.

We will, within 8 weeks of receipt of your complaint, issue a formal response. Should you remain dissatisfied with our response you may be entitled to refer the matter to the Financial Ombudsman Service and we will tell you how you can do this. The Financial Ombudsman Service is the UKs appointed Alternative Dispute Resolution provider for financial services in the UK.

The Financial Ombudsman Service can be contacted at:
Financial Ombudsman Service
Exchange Tower
London E14 9SR

Or by telephone at 0800 023 4567 from a landline or 0300 123 9123 from a mobile.

You can also get information about their service at