This notice sets out details of the complaints procedure which we operate to try to resolve complaints which you, the client, may have in relation to the services that we provide. This complaints procedure is aimed at resolving complaints quickly and satisfactorily and further improving the quality of the service we provide.
What is covered in our complaints procedure?
Our complaints procedure covers complaints which you may wish to make with regard to the services that 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 do you 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 initial advisor or a member of our Client Support Team. Should you be dissatisfied with the explanation he or she has given to you then your complaint will be referred to a senior member of the Client Support Team and / or a manager within that department. Written complaints should be addressed to “Client Support Manager”.
How will we handle your complaint?
A senior member and / or manager of the Client Support Team shall be appointed and will consider the contents of your complaint. In certain circumstances we may need to contact you for further information in order to better understand your position. Should you need to contact us, you can do so by calling our Client Support Team on 0161 228 6194.
We will conduct a full investigation into the points raised and discuss the details of your complaint with your initial advisor and / or Client Support Team personnel where 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 the same problem does not re-occur.
It is the company’s aim to resolve any complaint satisfactorily within 28 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 (FOS)
If you are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service, They can be contact in writing at Financial Ombudsman Service, Exchange Tower, London, E14 9SR or via telephone on 0300 1239 123.
If you want the FOS to consider your complaint, you must send it to them within 6 months of the date of our final response.
Find more information regarding the service can be found on the Financial Ombudsman website here.
We hope that you will accept the decision of our Client Support Manager. If this should not be the case, you remain free at all times to seek an independent form of advice.