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 General Complaints

A general complaint may be related to a mistake you feel we've made, a problem you've come across, or the service you have received from us. 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.

Please write to us:

Complaints Team
Financial Assistance Scheme
PO Box 287
Wymondham
NR18 8EZ

Give us a call: 0330 678 0000
Email us: complaints@ppf.gsi.gov.uk

FAS Reviewable Matter

The FAS makes formal decisions about various matters, including whether an individual can receive FAS payments and the amount they can receive. These are known as reviewable determinations and they’re set out in the FAS regulations.

If a person disagrees with any of these formal decisions, they can request a review. Our booklet, ‘How we deal with your complaints and concerns’, explains who can ask for a formal review, which varies for different decisions. If you’d like to request a review, we would recommend you read our booklet. You may not be sure which category your complaint falls into. Don't worry, we're happy to help point you in the right direction.

Please write to us:
Financial Assistance Scheme
PO Box 287
Wymondham
NR18 8EZ


How we deal with your complaints and concerns

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