Complaints Policy

You can make a complaint by any means that is convenient for you – for example by mail, fax, email, telephone or in person to any WorldFirst staff member.

For UK complaints, our contact details are:

World First UK Ltd
Millbank Tower
21-24 Millbank
London SW1P 4QP

Telephone: 020 7801 2376
E-mail: [email protected]

Our email address is monitored during our UK office hours (Mon to Fri 8:30am – 5:30pm).

OR

For EU complaints, our contact details are:

World First Netherlands BV
Herengracht 458
Amsterdam
1017 CA, the Netherlands

Telephone: +31 20 299 4960
Email: [email protected]

Our email address is monitored during our office hours in the Netherlands (Mon to Fri, 8:30am – 5:30pm).

Your complaint will be recorded on our systems. We will acknowledge that we have received your complaint within 3 business days. We will usually contact you by email, unless you request us to contact you by post.

We will begin processing your complaint as soon as possible and aim to resolve the matter as quickly as we can, keeping you informed of our progress. In our final response, we will explain our assessment of the complaint to you, along with any remedial action or redress. We may also take measures to improve any systems or processes where necessary.

We will aim to send you our final response within 15 business days.

• For UK complaints, if this 15-day period is not possible, we will send you a final response within 35 business days from the date of receiving your complaint.
• For EU complaints, if this 15-day period is not possible, we will let you know within 15 working days when you can expect the final answer.

For UK complaints, if we’ve sent you our final response and you remain dissatisfied, or the complaint has gone past 35 business days from the date of receiving your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service (the Ombudsman).