Complaints Procedure
Whilst our goal is to give an excellent and fair service to all of our clients, we do recognise that occasionally things can go wrong. In the unlikely event that dissatisfaction occurs, we will make every effort to resolve your complaint swiftly and efficiently.
What our complaints procedure covers
Our complaints procedure covers complaints about any aspect of our service that you are unhappy with, be it the manner in which we have dealt with your Creditors, the information we have provided to you or any other aspect of our dealings on your behalf.
How to make a complaint
If you are unhappy with the service we have provided you, you should in the first instance discuss the situation with your Account Administrator who will be only too happy to help. Should you be dissatisfied with the explanation he or she has provided to you, your complaint will be referred to our Client Services Manager who will investigate your complaint with the aim of resolving it swiftly.
How we will action your complaint
As a company that values your business, we take all complaints very seriously. Upon receipt of your complaint, our staff will consider the contents of your complaint and investigate further. We may need to contact you for further information in order to better understand your position. Once all information has been considered you will be contacted further with a response to 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 15 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.
What if I’m still not happy?
If you are not satisfied with our final response, you can refer the matter to the Financial Ombudsman Service (FOS). The FOS is an independent organisation, set up by Parliament to sort out individual complaints that consumers and financial businesses haven't been able to resolve themselves. In the event that your complaint is referred to the FOS, Debt Specialists will liaise with yourself and the FOS to ensure your complaint is dealt with within 8 weeks of being referred to the FOS. Further information about the Ombudsman’s role in resolving complaints can be obtained from http://www.financial-ombudsman.org.uk