Complaints Procedure

We classify any expression of dissatisfaction with the system or our service as a complaint, and will work with you to resolve any such complaints quickly and fairly. Issues or concerns with the level or type of data requested by the system would need to be directed to the relevant lender, as these requirements are set by the Lenders and not by Decision First Ltd.

We ask for full details of any complaint in writing, either by email or post:

Email : enquiries@decisionfirst.co.uk

Post : Decision First
Cardinal House
9 Manor Road
Leeds
LS11 9AH

Once we have received your complaint an acknowledgement will be issued to you to confirm receipt.

Any complaint will be reviewed and investigated by an Operations Manager and a final response will be provided within 7 days of receipt of the complaint.

Should further time be needed to investigate fully, or if further information is required in order for us to consider the complaint, we will let you know, advising you of the anticipated timescales. We will then provide a full response within 7 days of receipt of that further information or the completion of the further investigations.