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Making a complaint

Making a complaint

What to do if you have a complaint or query

First2Protect strives to provide you with the highest standards of service at all times, but also recognises that things can go wrong. 

If you wish to discuss a query with your policy, please contact the First2Protect Customer Services Department in the first instance: 

Post: First2Protect, Second Floor, The Forum, Barnfield Road, Southernhay, Exeter, EX1 1QR

Email: customerservices@first2protect.co.uk

Telephone: 01392 849750 

Alternatively, should you wish to make a complaint, please contact the John Charcol Customer Care team:

Post: Complaints Officer, Complaints Department, John Charcol, 4th Floor, 11 Leadenhall Street, London, EC3V 1LP

Email complaints@johncharcol.co.uk

Telephone: 0808 115 3842

The Financial Ombudsman Service

If, following John Charcol investigation you are still not happy with the outcome you have a statutory right to refer your complaint to the Financial Ombudsman Service. It is a service free of charge to consumers and you may refer the matter to the Financial Ombudsman Service (FOS) within six months from the date that you received a final response to your complaint.

You can contact the service using the following details:

You can also visit their website and refer complaints to them online by visiting.
https://www.financial-ombudsman.org.uk/


Let us know if you need any extra help or support
We are committed to providing a complaints service that is accessible to all our customers. If you will have any difficulties with any elements of the process that is outlined above, or if there are circumstances that might mean we need to change the way in which we handle your complaint then please let us know when you tell us about your complaint.