written by shrgrry on 16/06/2023
My wife applied for finance and we uploaded all information as requested. As my wife doesn't have a full license yet I (her husband) uploaded my license details. Their website allowed us to do this and there were no problems at this time. The only thing we had to do was view the car and then go back on their website to confirm. I (her husband) left work early next day to view the car. On my way home the garage telephoned me to say the application had declined. Upon returning home my wife had missed a call at 4.30 (even though the call was booked for 4.45) so it was only then we knew it had been declined (at this point I had already been to view the car.) Why wait all day to notify it had been declined knowing full well we were going to view the car. My wife was really upset and I wasted my time and fuel going to view the car. Absolute joke of a service.
written by Denise6225 on 05/01/2022
Staff was good on sorting my finance everything went good with it been lockdown just shame about the garages they use I have had car less then a year which I informed them the car I got was not the 1 i looked at had different registation and tried charging the wrong price wanting more money have had nothing but problems with it has cost me a lot of money now does not work at all have told them about it but all get is nothing they can do unless get report from a garage will never use again its my first time and will be my last put me off now
written by BoPratt on 22/07/2021
Absolutely joke of a company made over £12000 of interest from me with no payment breaks during lockdown and refused to help me trade in and upgrade my car have 2 cars on finance almost paid with them avoid complete clowns claim to accept bad credit but then make excuses once they have fleeced you for profit on interest they charge to then refuse further custom disgusting way to treat valued CUSTOMER as you refer to when you sent me a letter with offer of £1000 personal loan to use over summer to treat family trading standards & ombudsman will be contacted plz share avoid this company and save yourself the misery of them cashing in on your misfortune no understanding of effect of lockdown ect on people's credit even tho they were fully paid the whole time if I finish my agreements with no further finance I will receive £1500 trade in to try get bigger vehicle after paying £10.000 with interest complete clowns avoid at all costs I'm a carer and a volunteer at a local charity shop I manage i relay on my car and this company is lowest of low and putting me into a worse bad credit situation even tho I have paid them every payment utterly disgusting
written by Alexanderferg on 03/12/2020
Please please please avoid this company, whatever you do or however badly you need a car walk away from this company, they have total disregard for you or your privacy, Common practice is where they will contact your employer with a questionnaire which leaves you totally embarrassed and they use the guise that it’s part of what you signed up for when you sign the agreement. Anyone actively involved with these people please please contact the FCA and make a complaint about them. Only by doing that will they loose their credit licence and then the public will be spared this illegal behaviour.
written by Serrano115 on 22/09/2020
Very poor customer service had finance with this company then applied again under same terms as last finance with them picked the car I wanted signed all paperwork was going to pick car up until last minute got phone call to say I failed there criteria so I would say was handled by them very poorly so don't think you have the car until you are actually in it
written by MaryC61 on 15/08/2020
Absolutely shocking way to speak to anyone. I was told I'd passed the initial screening but was called an hour later to be spoken to like absolute trash. The call handler had decided to do reject me before I was even asked any questions. I wanted a loan for £2,295 and the call handler spent the whole call asking intrusive questions and grilling me on why I spent my own money on necessities like food. The questions were not acceptable and I thoroughly question the legality of their practices if this is how they speak to customers. Companies that did that would be shut down. I was offered a loan of £11,500 pounds an hour before from another company with absolute no hassle. All I needed to do was send a copy of my driving licence. I declined as I wanted a cheaper car at £2,295. Instead this company thought it was acceptable to downright harass me until I was forced to end the call and forgo the car. The dealer is also writing a review because he has also missed out on a sale because of these unscrupulous people. They even told the dealer I was unsuccessful when I had ended the call and not proceeded with application.
Written on: 21/08/2020
Hi
I’m sorry to hear that you are dissatisfied with the service that was provided by First Response Finance. We always look to understand a customer’s affordability before confirming that we can lend to them, to ensure that we are being responsible lenders. This is also a regulatory requirement for any finance lender. I understand it can be disappointing if a company is not able to agree a loan for you. With regard to the service you were provided by the advisor, I would recommend that you get in touch with our Customer Experience Team directly for us to look into this further, as I’m unable to identify you from the limited information in the review. We always strive to provide the best service and I’m sorry that it has fallen below your expectations on this occasion.
written by Pbsbad on 09/07/2020
I bough a car and before the 14 days from the finance agreement ended i found out that the dealer deceived me and the car had loads of faults so i try to cancel the agreement for several times but they didn't do it,i let them know that the car was faulty and they just call the dealer and nothing more they didn't eaven came and check to confirm what i was saying, and now I'm planning to take them to court, because I'm paying for something that I'm no happy with it and is expendable to fix and pay all the interests applied to this agreement interesse 12% and 21% Apr i will never again use this company and i don't recommend them at all.
Written on: 14/07/2020
Good afternoon,
I do apologise but I’m not able to identify you from the limited information you have provided so I will respond on a more generic basis.
Consumers are protected by the Consumer Rights Act 2015 for goods purchased, this includes vehicle purchases.
At First Response Finance we investigate any issues raised and apply the relevant legislation, our advisors have a good understanding of the law and will be able to provide you with advice in line with the legislation.
I’m not sure if you have contacted our Customer Experience Team or not, if not I recommend you do so.
Best Wishes
First Response Finance
written by Hurleylk137 on 06/06/2020
Horrible company! I have applied for a car loan and the car dealer have been told on the phone that they do not deal with Romanians! This is racism! They could have easily say that I do not meet the criterias but they have been straight and put themselves on a bad light. In this country, where there are different nationalities and cultures it sounds horrible. I've been living here for over 4 years, have a great permanent job and good wage. Hope this review will help other people to see what kind of people are working there.
written by Zuggies67 on 08/04/2020
Phoned first response last week to reduce my payments by half for a month due to my money being reduced to the covid 19 outbreak they could not have been more helpful at the time. One week later they phone me and ask me how I will be paying the money back I couldn't believe it I asked them to extend my loan by 2 weeks and they said no it would have to be paid back on top of my payment once I was receiving full pay or I would have a bad credit rating against my name for the remainder of my agreement once again I couldn't believe what I was being told at a time when the whole world is on lock down and family's are struggling to make ends meet and put food on the table this company is threatening me with a bad credit rating I repaid the ONE WEEK of reduced payment to bring my account up to date and will now struggle in other areas of my life to keep up my repayments. FIRST RESPONSE YOUR A DISGRACE.
Written on: 09/04/2020
Hi Zuggies67,
I’m sorry to hear that you’ve had a poor experience. Unfortunately as there’s limited information in your post, I’m not able to review our records to investigate further at this time.
Obviously the current circumstances are completely unprecedented.
As a company we are awaiting guidance from the FCA with regard to finance payments and customer credit files, however, please be assured we are committed to supporting customers adversely affected by COVID-19 in the short term.
First Response Finance will take steps to understand our customer’s individual circumstances and endeavour to assist our customers as much as possible.
Should you want to discuss this directly with our Customer Experience Team, the department is open 9 – 5.30 on Monday, Tuesday and Thursday and 10:30 – 5:30 on Wednesday and Friday.
Please note there will not be any staff available on the forthcoming bank holiday weekend.
Written on: 13/04/2020
Reading the site they state it will affect your credit file. Do not use this company, you know when it boils down to a national emergency they will still try to mess your credit score up.
I was able to freeze my payments with a different loan company with no hassles and promised it wont affect my credit score.
written by Simontitanic888 on 07/03/2020
Where do I Start. Totally Disgusting & Un Professional. Make Application, they do there Checks Etc To then be Offered £7,000 for Motorcycle Finance. Asked for License, Bank Statements, Payslip Gave Everything to them. To then come back to me saying we didn’t do our Job Correct. From the Beginning Reference Credit Search...After doing this and offering and asking for Proofs Etc..COMPLETELY WASTING MY TIME Now I’ve Requested All Calls Recorded to Myself & will Also be Contacting Relavant Parties Reference Misleading Etc Information..Speak to Manage who is Puzzled by Situation. Go Figure. And speak to Customer Service Advisor Afterwards who also doesn’t want to Pass on Directors Name. Which I Eventually got. Don Brough YOUR LOSS. NOT MINE AVOID AND DONT WASTE YOUR TIME...OTHER COMPANIES MILES BETTER SERVICE & WONT WASTE YOUR TIME MISLEADING & BREACH OF F.C.A
Written on: 12/03/2020
Good afternoon Simon,
I am sorry that we have not met your expectations.
Having read your comments I decided to review our internal records.
Having reviewed our records I am aware of important information that came to our attention late in the underwriting process.
This information was important information and key to our decision.
Therefore, all I can do is apologise, I am sorry we were not able to help but wish you well in obtaining lending facilities elsewhere.
Best Wishes
First Response Finance
written by keithbzt on 15/05/2019
had car finance with this company , due to personnel circumstances , a had to change my car from a 2 door coupe to either 4 door saloon or 5 door hatchback ,spoke to first responce regarding this i was told what i had to do and got a settlement figure which was lot more than the car was worth, i have contacted them on a number of occasions being told different figures and information on each time , the customer care the company gives you is horrendous , I WOULD NOT RECOMMEND THIS COMPANY TO ANYBODY IF YOU NEED A COMPANY WITH EXCELLENT CUSTOMER CARE AND UNDERSTANDS THE CUSTOMERS NEEDS DO NOT GO WITH FIRST RESPONCE FINANCE , QUICK AT OFFERING PEOPLE FINANCE BUT CUSTOMER CARE HORRENDOUS
Written on: 16/05/2019
Hello Keithbzt,
Thank you for your feedback, I am sorry we are not able to meet your expectations.
I have taken the time to review our internal records which suggest you have spoken to one of our Account Managers.
I understand we have given you a figure to end your agreement which you were not happy with, my notes state that you were looking to end your agreement without paying the remaining liability.
I would like to state that the figure given is in line with the applicable legislation which governs your agreement and therefore is correct.
I am sorry you are unhappy but I would like to assure you that our response was correct and in line with the law.
If you have any further queries please contact our Account Management Department.
Best Wishes.
written by jockmcquillan on 29/03/2018
I am paying for a car that I am repairing myself test drove the car all was good for first few days but between the garage and finance company seemed to be lack of of some sort of communication because mechanically car was sound no no knocks bangs lights or any other scary xxxx bearing in mind I ain't a professional mechanic my battery died I had to find 120 quid for new battery that change lights have come on no traction control, engine management light on further investigation some of the mechanical parts were not secure I.e the intake system connected to the turbo air filter falling off not only that the cv boot was not attached to a very important part of the drive shaft ( very dangerous) and now it has no lubrication. I think first response before selling or letting me agree to it should have got a different professional opinion and made sure the car was Road worthy and between both companies not one told me I had warranty and for how long which I think for a customer with special needs I think is very poor and dishonest and a xxxxx take ( excuse my French) in a way it's discrimination car on drive totally xxxx and I am still paying for it.
Written on: 23/04/2018
Good afternoon Jockmcquillan,
Having read your comments, I would like to know more about the overall situation, however, I am unable to identify you from the limited information you have provided.
The first thing I would like to know is have you spoken to our Customer Experience Team?
Obviously, there is a lot of information you have not provided in your post such as the length of time you have had the vehicle, the mileage covered etc.
The Customer Experience Team deals with vehicle quality issues on behalf of First Response Finance and can advise you of your position in respect of your legal rights.
If you haven’t already contacted the company, it would be something I would recommend you should do, the team is available between 9 – 5.30 Monday to Friday (except Wednesday and Friday 10.30 – 5.30)
Best Wishes
Customer Experience at First Response Finance Ltd
written by Chewey1973 on 29/03/2018
Really poor customer service very disappointed
Written on: 23/04/2018
Good afternoon Chewey1973,
Thank you for taking the time to post your feedback.
Customer experience is very important to First Response and having noticed your review it would be good to know more about what has gone wrong, unfortunately, I am unable to identify you from the limited information you have provided.
If you would like to speak to someone, please contact our Customer Experience Department where one of our advisors would be happy to discuss the matter in further detail.
Best Wishes,
Customer Experience Team at First Response Finance Ltd.
written by KaleighLake272 on 11/01/2018
Don't be fooled by the positive reviews for those with bad credit. Not treated at all like an individual, automated rejection came through straight away without any contact from an actual person. This was very surprising given the other reviews that people 'weren't just judged by their credit score'. I have terrible credit score due to some defaults (which I am in the process of disputing) my other outgoings are up to date and consistently paid on time and I have a good income. I only applied as I urgently needed a new car and thought instead of buying a banger until I could save up for a few months to buy a decent car I would apply to finance a decent car now. What a mistake I have ended up with no finance for a car and an unnecessary credit check on my credit history which will do nothing to help repair it. Thanks for nothing first response!
Written on: 16/01/2018
Hi KaleighLake272,
We are sorry to hear that we were unable to approve your application. Unfortunately we cannot approve all applications and finance is subject to status.
We do consider finance for applicants who have had financial problems in the past, however, each application is reviewed on an individual basis in line with our responsible lending approach.
We cannot comment on your individual case, however, we would be happy to talk to you directly. Please give our Customer Experience Team a call if you’d like to discuss the matter further.
Best Wishes
Customer Experience Department
written by 286Coyne on 07/10/2017
If you have a problem with a vehicle don't expect these lot to help out much they seem to side with the cón men who sold the vehicle and won't accept a rejection of a vehicle even after a repair and other faults are deemed not to have been present at point of sale even though they have it on system that it was there
Written on: 09/10/2017
Good afternoon 286coyne,
We've read your post and are disappointed that you are dissatisfied. We would like to know more about your experience but we are unable to identify you from the limited information you have provided.
Please accept our apologies that we have not met your expectations and if you would like to speak to someone about your experience please contact our Customer Experience Department.
written by MarthaBuchanan on 10/07/2017
avoid like the plague, theyre ok whilst receiving their money. once a problem happens with the car, they are unhelpful. read the reviews on facebook. they are awful. AVOID!!! I would not recommend them to anyone all they want is money money there are far better finance companies out there, please google them and do not use this one. save yourself a lot of money and hassle
Written on: 11/07/2017
Hello Marthabuchanan,
We would like to apologise that we have not met your expectations, however, we are unable to comment any further as we cannot identify you so we cannot review our records.
If you would like to discuss the matter further please contact the Customer Experience Department and an advisor will be happy to discuss your situation. The team are available between 09.00-17.30 Monday, Tuesday and Thursday and 10.30-17.30 on Wednesdays and Fridays.
written by 1953Putnam on 14/02/2017
They are all over you when they want to sign you up for a credit agreement but don't want to know when the car is faulty. They have never got on to the garage that sold me the car. It's been proven by an independent mechanic the fault on the car is an old fault and yet first response aren't interested. All they want is the £100's they'll get in interest from you. Avoid Avoid Avoid. They are encouraging the sale of substandard and dangerous cars. I now have trading standards and the CCA involved!
Written on: 07/03/2017
Thank you for posting your feedback, your comments have been read with interest.
I have reviewed our records and notice that you did contact us in February 2016 in relation to an issue.
At that time we offered assistance but records suggest you have not made contact since.
If you would to discuss the matter further please contact our Customer Experience Department whereby an advisor can speak to you in detail about your issues and also see what we can do to assist.
Best Wishes
written by McKenna48 on 31/08/2016
Poor customer service unhelpful after missing one payment my vehicle was repossessed with no warning letter I'd paid regular payments but even though I offered the payment they refused it was all about extra charges total joke I'd urge no one to use first response it should be last response
Written on: 01/09/2016
Hi McKenna48,
Thank you for taking the time to provide us with your feedback. The scenario you have described is not in line with our usual processes; therefore we urge you to contact our Customer Experience Team to discuss your complaint and to allow us to investigate this matter.
Once you contact us we will be able to undertake a full independent review of your case to understand the circumstances surrounding this. We are sorry you have been unhappy with our service, we hope that we can resolve your concerns upon speaking with one of our experienced representatives.
You can find the contact number on our website (unfortunately we are not allowed to provide it on here).
Thank you,
First Response Finance
written by on 26/07/2016
First response used to be a very good finance company, now they have gone completly downhill! If you have bad credit they were pretty good at sorting it. Now if you have any finance problems, they refuse to lend until your finances are in better order. With the extortionate interest rate they charge, they are just fleecing vonurable people.
Written on: 27/07/2016
Hi,
Thank you for your feedback, I am sorry that we were not able to meet your requirements on this occasion.
First Response Finance considers itself a responsible lender and considers each application on its own merits based on the applicants individual circumstances.
I’m sorry that we were not able to help on this occasion, unfortunately, I am unable to recognise you from your post but if you remain dissatisfied please contact our Customer Experience Department where one of our advisors will be happy to speak to you.
written by 99999999Callum on 12/02/2016
This may not be a reflection on the company, my friend is a regular customer and has had nothing but a good experience. He contacted them for me today and explianed he wanted to recommend me for finance the phone was handed over and the gentleman I spoke to couldn't wait to get off the phone.. Very abrupt asked if I would like phoning back as he was quite busy. I said no he then quickly went through about 5 questions and said sorry you've been unsuccessful go and have a look at experian.. Unhappy with the lack of customer service which is what they apparently pride there self on their website
Written on: 15/02/2016
Hi,
Thank you for posting your feedback. We have been able to review your conversation with our advisor and have provided feedback to the individual concerned along with his Line Manager.
We're sorry that we have not been able to meet your expectations on this occasion, however the feedback is well received, thank you.
If you wish to discuss the matter further please do not hesitate to contact First Response and ask to speak to one of our Customer Experience Advisors who will be happy to speak to you about your experience in further detail.
Best Wishes
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Once we've checked over your answer we will put it live on the site so others can gain from your experience. We rely on members like you to sustain our vibrant community so thanks again, we couldn't do it without you.
We will email your when your answer is on the site
Once we've checked over your answer we will put it live on the site so others can gain from your experience. We rely on members like you to sustain our vibrant community so thanks again, we couldn't do it without you.
We will email your when your answer is on the site
Once we've checked over your answer we will put it live on the site so others can gain from your experience. We rely on members like you to sustain our vibrant community so thanks again, we couldn't do it without you.
We will email your when your answer is on the site
Once we've checked over your answer we will put it live on the site so others can gain from your experience. We rely on members like you to sustain our vibrant community so thanks again, we couldn't do it without you.
We will email your when your answer is on the site
Once we've checked over your answer we will put it live on the site so others can gain from your experience. We rely on members like you to sustain our vibrant community so thanks again, we couldn't do it without you.
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As rated by our community of reviewers
Firstresponsefinance's Comment
Written on: 01/10/2020
Hello Serrano
Thank you for your comments.
I am sorry that you have felt the need to raise your dissatisfaction, I am also sorry we did not meet your expectations.
At First Response, service is very much at the heart of our ethos and therefore I am disappointed that our service on this occasion was below par.
Unfortunately, I am not able to identify you from the limited information you have provided but would like to know more about the circumstances that resulted in your dissatisfaction.
If you would like to discuss the matter please contact our Customer Experience department, one of our advisors will be happy to discuss the matter further.
Best Wishes
First Response Finance