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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

We have some exciting news
for all our 1st Contact clients...

1st Contact is rebranding to Sable International!

For the last 18 months we've been merging with our big brother, Sable International. By the end of the year, we're going to complete the rebrand.

The accountants, brokers, advisors and caseworkers that you are used to dealing with will not be going anywhere as the entire 1st Contact team will be in the same roles at Sable International. You'll still get that same great service, just under a new name.

We'll be keeping you in the loop as we prepare for the next exciting phase in this rebranding.

If you have any questions, please feel free to contact us directly.

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