Complaint Procedures
‘A complaint is our opportunity to satisfy an unsatisfied customer’
Over 65% of our new business is word-of-mouth referrals so we treat every customer
as an ambassador of 1st Contact.
I have a complaint what should I do?
Firstly, contact the member of staff you originally dealt with. They should be familiar
with your case and may be able to clear up any misunderstanding.
If you remain dissatisfied a formal complaint can either be submitted by email,
telephone or post.
- E-mail: feedback@1stcontact.com
- Phone: 0207 759 7510 (within the UK) or 021 657 2120 (within SA)
- Post: 1st Contact Group, Customer Services, Castlewood
House, 77/91 New Oxford Street, London WC1A 1DG, United Kingdom.
It will assist our investigation if you are able to provide the following information:
- Provide any reference details
- State your case clearly and include relevant dates
- Send copies of relevant correspondence by email or post
How will my complaint be dealt with?
1st Contact will:
- Record details of your complaint centrally
- Make sure your complaint is thoroughly investigated by someone who has been trained
in complaint handling
- Correct any mistakes we have made
- Inform you of the outcome.
What can I expect?
1st Contact Aim to:
- Acknowledge all complaints within 1 working day upon receipt
- Respond in full to all complaints within 7 working days upon receipt. If we are
unable to resolve your complaint within 7 working days we will contact you to provide
you with an update on our progress
- Listen to your feedback and use your suggestions to improve our products and services