Mon to Thurs 8am-9pm, Fri 8am-6pm and Sat 8.30am-2.30pm
This notice sets out details of the complaints procedure which we operate to try to resolve complaints which you, the client, may have with regard to the services that we provide to you. This complaints procedure is aimed at resolving complaints quickly and satisfactorily and further improving the quality of our service.
What our complaints procedure covers
Our complaints procedure covers complaints which you may wish to make with regard to the service we have provided to you, in particular, the manner in which we have dealt with your Creditors and the information we have provided to you about our dealings on your behalf.
How to make a complaint
If you are unhappy with the service we have provided to you, you should in the first instance discuss the situation with your Adviser or Relationship Manager. Should you be dissatisfied with the explanation he or she has provided to you then your complaint will be referred to the company’s Compliance Department. Written complaints should be addressed to the Compliance Department.
How we will action your complaint
The Compliance Department will consider the contents of your complaint. We may need to contact you for further information in order to better understand your position. We will conduct a full investigation into the points raised and discuss the details of your complaint with the Adviser and/or Relationship Manager as appropriate. Once all information has been considered you will be contacted further to confirm whether the company accepts either completely or to some degree your complaint. Where applicable, you will be advised of what steps the company will take to put right the complaint and ensure that the same problem does not reoccur. It is the company’s objective to resolve a complaint satisfactorily within 10 working days although where more detailed investigation is required the process may take longer. You will be kept informed of the time scale that will be required for us to investigate your complaint.
Financial Ombudsman Service
If you are not satisfied with our final response you may be eligible to refer the matter to the Financial Ombudsman Service, details of which will be provided at that time.
We hope that you will accept the decision of our Compliance Department. If this should not be the case, you remain free at all times to seek independent advice.
Our debt advisers are helping 1000s of people each month.
For a confidential debt assessment, call:
0800 970 5489