First Merchant Finance Plc – Hospitality, Leisure Entertainment

020 7935 4146

Complaints Procedure

First Merchant Finance Plc – Hospitality, Leisure Entertainment

020 7935 4146

Complaints Procedure


Clients may obtain a copy of our Complaints Procedure upon request.

If you are not happy with the service you have received from First Merchant Finance Plc in the first instance you should contact:

The Directors at First Merchant Finance Plc


How to get in contact:

Phone:  020 7935 4146


In writing:  First Merchant Finance Plc, 36 Seymour Street, London W1H 7JF

We will acknowledge receipt of your complaint promptly and where possible, we will provide a written summary of our findings and conclusion by the close of three business days following receipt. If your complaint cannot be resolved within 3 business days, we will ensure that you are regularly kept informed of our progress with regards to the investigation.

We will endeavour to send you our final decision letter within 8 weeks of your complaint. If we are unable to complete our investigations within 8 weeks we will send confirmation of this in writing along with an explanation as to why we have been unable to complete our investigations within this timescale. We will confirm when you can next expect contact from us. At this stage, you will be entitled to refer your complaint to the Financial Ombudsman Service.

If you have received our final decision letter and are not satisfied with the response you may refer your complaint directly to:


The Financial Ombudsman Service

They are open:

Monday to Friday – 8am to 8pm

Saturday – 9am to 1pm

  • 0800 023 4567
    calls to this number are normally free for people ringing from a “fixed line” phone – but charges may apply if you call from a mobile phone
  • 0300 123 9 123
    calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs

These numbers may not be available from outside the UK – so please call  +44 20 7964 0500.



In writing:  The Financial Ombudsman Service, Exchange Tower, London  E14 9SR

First Merchant Finance Plc


Registered Office & Postal Address
36 Seymour Street | Marble Arch |Marylebone | London | W1H 7JF

020 7935 4146

020 3745 4624


Registered Number
First Merchant and FMF are trading styles of First Merchant Finance Plc which is registered in England and Wales: Number 3553430. VAT Exempt.

Data Protection Registration

First Merchant Finance Plc
First Merchant Finance Plc provides non-regulated business loans to established UK registered Limited Companies for commercial purposes only. First Merchant Finance Plc is registered with the Financial Conduct Authority as an Annex 1 Financial Institution for Money Laundering Supervision only.

Page last updated: January 2023