If you are dissatisfied with any aspect of our service you are entitled to make a complaint. If you wish to register a complaint, please contact us:
- Call us on: 0800 029 3992
- Write to us: Compliance Officer, Universal Square, Devonshire Street North, Manchester, M12 6JH
- Email us: firstname.lastname@example.org
Please be assured we treat complaints seriously.
It is a requirement of Debt Assist UK that we ensure an employee of sufficient competence, who is not directly involved with the matter of deals with your complaint.
When we acknowledge your complaint we will supply you with a copy of a leaflet about how to refer your complaint to the Financial Ombudsman Service (FOS).
We endeavour to resolve complaints within three business days. If we are unable to do this we will send you a written acknowledgement of your complaint within five days of its receipt, confirming the name and job title of the person handling the complaint within the firm.
We then have eight weeks to resolve your complaint. If we can resolve your complaint within eight weeks you will be sent a final response. If you are not satisfied with our final response you can refer it to the FOS, but you must do that within six months of the date of our final response.
If after eight weeks we have been unable to resolve your complaint we will write to you to explain why we are not yet in a position to resolve your issues and indicate when we will make further contact. You can at that time refer your complaint to the FOS.
We will endeavour on all occasions to deal with your complaint within the timescales shown above. The only time we foresee any delays will be when we require information from a third party; in these circumstances we will keep you informed at all times as to what is happening and when we feel we will be in a position to respond to you in full. This does not affect your right to take the complaint to the FOS after the eight-week deadline should you not feel satisfied with our reason for delay.
You can contact the FOS at www.financial-ombudsman.org.uk or by contacting them on 0800 023 4567.
- Promptly acknowledge the complaint in writing.
- Give details in our acknowledgement letter of the Financial Ombudsman Service.
- Make contact to seek clarification on any points where necessary.
- Fully investigate the complaint.
- Keep you informed of our progress.
- Discuss with you our findings and proposed response.