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Complaints policy

WorldFirst is committed to providing a competitive and efficient service.

We believe in employing well-trained and dedicated staff and the intelligent use of technology to help us achieve this.

Unfortunately, there may be occasions when we fall below the standards you expect, and we have simple, clear procedures in place to set out how we will deal with any complaint you may have about the service you have received.

How to make a complaint

You can make a complaint by any means that is convenient for you – for example by email or telephone.

You can also send an email to This email address is monitored during our UK office hours (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.

We will start investigating 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. However, if this is not possible, we will send you a final response within 35 business days from the date of receiving your complaint.

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).

How to get in touch

Their contact details:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Telephone: 0800 023 4567

Our contact details:

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

Telephone: 020 7801 2376

Online dispute resolution

The European Commission provides an online dispute resolution (ODR) platform that allows customers who purchased a product or service online to submit their complaint through a central site. The purpose of the site is to ensure those complaints are passed to the appropriate independent dispute resolution service.

If you feel that we haven’t been able to resolve your concerns, the appropriate service relating to World First UK Limited is the Financial Ombudsman Service. You can either contact them directly using the details above or you can access the ODR platform here:

You will need the following information about us to use the ODR platform:

Our name: WorldFirst UK Limited

Our email:

Our website address:

Our geographic address: United Kingdom