Trying to be perfect isn't the same as actually being perfect. We know that from time to time things don't always go according to plan. Sometimes we mess things up.
And when we do, we need to know - so we can find out what went wrong, try to make it up to you and stop it from happening again.
Tell us all about it
The first thing you need to do is get in touch.
Call our Customer Relations department on 03 456 100 100 (03 456 100 147 text-phone) from the UK or +44 113 234 5678 if you're abroad.
If you're an existing customer, you can contact us with a secure message on your Internet Banking (you'll need a Secure Key to do this). Select 'Secure messages' and 'Create new' in the left hand menu.
If you don't currently use our Internet Banking service or don't bank with first direct then please complete our online form.
Or you can write to us at, Customer Relations, first direct, 40 Wakefield Road, Leeds LS98 1FD
We'll always try to resolve the problem as quickly as possible - right there and then on the phone if you call. But if we can't do anything that quickly, we'll fully investigate everything and aim to sort things out as soon as we can, and we'll keep you updated along the way.
If, after we've done everything we can to help, you're not satisfied with our final response, or if eight weeks have passed since you first raised your complaint, you can refer it to the Financial Ombudsman Service. You have six months from the date of our final response to refer your complaint to them.
Here's how to get in touch with them:
Call 0800 0 234 567 (free if you're calling from a fixed landline) or 0300 123 9123 (free if you're calling from a mobile-phone which you pay a monthly charge for calls to numbers starting 01 or 02).
Or send an email to firstname.lastname@example.org or visit their website opens an overlay.
You can write to them at, Financial Ombudsman Service, Exchange Tower, London E14 9SR.
Other ways to resolve any problems
Another way to get things resolved is to try alternative dispute resolution (ADR) - which could include conciliation, mediation, adjudication or arbitration. This can be done in various ways, face-to-face, over the phone or in writing. But to make it really easy the EU Commission has created an Online Dispute Resolution platform, which lets you submit a complaint through a central site and then forwards the complaint to the right ADR scheme. For us, this is the Financial Ombudsman Service. For more information about ODR please visit http://ec.europa.eu/odr opens an overlay.