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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 call us on 0330 678 0000 or +44 (0)208 406 2121 if you're overseas, or email us at fasmembers@ppf.co.uk.

If you make a complaint, a Complaints Advisor will deal with the complaint on your behalf.  You can find more information in our 'How we deal with your complaints and concerns' booklet.

If you don’t agree with the level of your assistance, then you can ask for a formal review. You can find more information in our 'How we deal with your complaints and concerns' booklet.

If you wish to apply for a formal review, you’ll need to make an application. The details of how to do this are in our booklet. Please note, you can't have a formal review of your forecasted payments. If you're unhappy with your forecasted payments please contact us.

We'll aim to respond to your complaint within five working days. If we need longer or require more information, we‘ll let you know within this timescale.

If you don’t agree with the amount of assistance you are entitled to, then please get in touch with us. Call us on 0330 678 0000 or +44 (0)208 406 2121 if you're overseas, or email us at fasmembers@ppf.co.uk.


If this doesn’t resolve your concerns, then you can ask us to formally review our decision. However, please note you cannot have a formal review of your forecasted payments.

We acknowledge that you may have concerns about your overpayment and having to pay this money back could cause you financial difficulties. If you think this is the case, you must get in touch with us as soon as possible to talk about the options available to you.

You can find more information in our 'How we deal with your complaints and concerns' booklet.

If you aren't satisfied with the response to your complaint, you can ask for your complaint to be escalated to a Director. More information can be found in our 'How we deal with your complaints and concerns' booklet.
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