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Complaints procedure

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Complaints Handling Procedure


It is the aim of First Step (UK) Ltd to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.


If you have a complaint:


If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.

We will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.


To register a complaint contact us by either:


email sales@firststepvs.co.uk
calling us on 01204 567 580
or write to us at Unit F , Lectures close, Bolton, BL3 6DG

If you have a regulated contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.


We offer our long term van hire services to Greater Manchester and the North West. Not sure which vehicle is right for you? Come visit one of our two showrooms in Bolton or Manchester and we can help you decide.

With years of experience, transparent pricing and a full selection of vehicles to choose from, First Step Vehicle Solutions is your go-to choice for 12-month van leases in the North West.

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First Step UK Limited is authorised and regulated by the Financial Conduct Authority, our FCA Firm Reference Number is 654527. First Step UK is a credit broker not a lender. Vehicles shown are for illustration purposes only. All offers are subject to change at any time and are subject to finance approval and vehicle availability. First Step UK Limited registered address is 70 Market Street, Tottington, Bury, BL8 3LJ Registered in England.

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