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We always want to provide the best possible service for our customers but recognise that sometimes you might be disappointed with our service. If you are dissatisfied with the service, we have provided to you, you can make a complaint.
To make a complaint, please contact us using the information provided below. We will then review your complaint and provide you with our response. If you are not satisfied with the response we have provided, you can escalate the complaint to the Financial Ombudsman Service for a final decision.
If you wish to make a complaint about our service, you can do so:
By emailing us at: complaints@debtpeople.co.uk
By calling us on: 0333 305 0593
By post at: Complaints Department, Debt Advice Expert Limited, Floor 3, Dale House, Tiviot Dale, Stockport, SK1 1TA
We aim to resolve your complaint as quickly as possible. To help us do this, please provide the following when making your complaint:
If we can resolve your complaint within 3 business days from the date that we have received your complaint, we will write to you confirming that the complaint has been resolved and provide you with a Summary Resolution Communication. We will only consider your complaint resolved within this timeframe when you indicate acceptance of our response.
If we cannot resolve your complaint within three business days from the date it has been received, will issue a written acknowledgement letter to you promptly and no later than 3-5 working days following the date we received your complaint. Our acknowledgement letter will provide you with the early assurance that we have received the complaint and that we are dealing with it. Following the issuance of the acknowledgement letter, we will keep you informed thereafter regarding the progress of the measures that are being taken to resolve the complaint.
Our Complaint Handler will then review your complaint and may need to contact you to seek additional information or clarifications to ascertain the facts surrounding your complaint. Your concerns will then be fully investigated by our complaint handler.
Following our investigations, we will issue you a final response letter within 8 weeks of the date that we received your complaint. The final response will detail our findings and determination. Where we are unable to provide you with a final response within the 8 weeks following the date that we received your complaint, we will issue you with a written response which will explain why we are not yet in a position to provide you with a final response, when you can expect to receive a final response and explain that you may refer the complaint to the Financial Ombudsman Service.
Should you be unhappy with our Final Response or have not received a Final Response within 8 weeks of that date that we received your complaint but have received a Written Response, you can refer the complaint directly to the Financial Ombudsman Service. You can escalate your complaint to the Financial Ombudsman Service by contacting them at:
By email at complaint.info@financial-ombudsman.org.uk
By telephone on 0800 023 4567 (8am – 5pm Monday to Friday)
By post at The Financial Ombudsman, Exchange Tower, London, E14 9SR
More information regarding the Financial Ombudsman Service can be found within the leaflet attached with our final response which can also be accessed at http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm.
You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of this letter.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances. You can find more information on the services provided by the Financial Ombudsman Service by visiting their website at https://www.financial-ombudsman.org.uk/.
There are certain types of complaint which are outside the Ombudsman’s jurisdiction. Before you refer the matter to the Ombudsman you may wish to contact them on 0800 023 4567 to discuss your complaint. You can also visit the Financial Ombudsman Service website for more information. This includes details of how to make a complaint against the business and provides a questionnaire for you to complete.
If you have any concerns about how we have handled or protected your information, we would hope that you contact us to discuss this but you can also escalate your concerns to the UK’s data protection regulator, the Information Commissioner’s Office (ICO). For more information, visit https://www.ico.org.uk/
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