Complaints and Concerns

We aim to resolve any issues or concerns you have as quickly and simply as possible. That's why, if at any time you have a problem, or need guidance or information, you shouldn't hesitate to contact us. We're ready to help.

FAS Complaints

This type of complaint is usually about a problem you’ve experienced with our service, or a mistake you feel we've made. If you’re unsure or unhappy about any of your dealings with us, please let us know as soon as you can. This allows us to solve problems quickly and stops similar issues arising in the future.

Statutory reviews

This type of complaint is about how we’ve applied our legislation and made a decision, such as on your entitlement, or your eligibility to compensation payments from us. If you think a decision we’ve made could be wrong, let us know so we can investigate and formally review this matter for you.

If you think your concerns could be addressed in either of our above complaints processes, or you’d like to suggest an improvement to the service we provide, please contact us using the below details at any time.

We don’t expect you to know which category your complaint falls into, so don’t worry, we’ll do it for you and let you know. Just let us know what your concerns or feedback is by using the contact details on the right

Where to send your complaint

Please write to us:

Resolutions Team
Financial Assistance Scheme
PO Box 287
NR18 8EZ

Give us a call: 0330 678 0000
Email us: [email protected]

You can also raise a complaint directly though our website if you have an account, using our secure messaging function. Once logged in, this can be found under the Communications main menu.

Each complaint can be escalated if you’re not happy with the response you’re provided with in the first instance. Our 'Resolving complaints the right way' leaflet – downloadable on the right - explains the process in more detail.

Resolving complaints the right way

This booklet will explain how to escalate an issue or concern and how we'll deal with your request.

You will be logged out in due to inactivity, do you want to stay logged in?