Contact Us

At the heart of first class service is the person who matters most – you. We do our best at Family Finance to ensure that we provide a great service at all times. We do understand that from time to time things can go wrong. We will always work as quickly and as proactively as we can to rectify this.
However, if you are not satisfied and you would like to make a complaint you can raise a complaint by contacting us;

Telephone: 01495 717171
Family Finance
93 Commercial Street
NP22 3DN
Please include your name, Agreement code and full address.

What we will do and how long it will take

We will do our best to resolve your complaint immediately. If we can’t do that, we always aim to deal with your complaint by the next day. Sometimes it may take longer to fully investigate your concerns. If this is the case, we will do the following:

  • If your complaint is resolved within 3 working days, you will receive summary response communication
    If not, we will:
    – Acknowledge your complaint in writing
    – We aim to find a solution within four weeks. If we are not able to do so, we will contact to you explaining what is happening and when we do except to resolve your complaint. Within eight weeks we will send you a final response or a thorough report on our progress.
What to do if you are still not happy

We aim to deal with your complaint as quickly as possible to your complete satisfaction.

If you are not happy with the response you receive from us, please contact the person who handled your complaint. They will then agree the next steps with you. Your final response letter will also signpost you on how to move your complaint to the next level.

Getting an independent review of your complaint

We always deal with your concerns ourselves. However, if you are not satisfied with our final response or if eight weeks have passed since you first let us know about your concerns, you can ask the Financial Ombudsman Service to review your complaint. The Financial Ombudsman Service provides a free, independent service for customers to solve disputes with financial firms.

The Financial Ombudsman Service say they will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.

How to contact the Financial Ombudsman Service
  • By post:
    Financial Ombudsman Service,
    Exchange Tower
    E14 9SR
  • By phone: 0300 123 9 123
  • By e-mail:
  • Website: