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Customer feedback

We love feedback and we're always trying to provide the best service possible. Please take a few moments to let us know how we did on the survey below.

Complaint procedures

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.

  • Email:
  • Phone: +44 (0) 207 759 7500 (Internationally and in the UK) or +27 (0) 21 657 2120 (in South Africa)
  • 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?

We 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?

We aim to:

  • Acknowledge all complaints within one working day upon receipt
  • Respond in full to all complaints within seven working days upon receipt
  • If we are unable to resolve your complaint within seven 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

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