COMPLAINTS POLICY AND PROCEDURE

 

It is our aim to provide a very high standard of service to every customer and website user. If you are unhappy, for any reason, with the service we provide to you, we would welcome your feedback and the opportunity to put things right.

 

It is important to us that all complaints are resolved as quickly as possible to the complete satisfaction of our customers and that we learn from any complaints to further improve the quality of our service.

 

We take our customer feedback extremely seriously. It is often the case that complaints are a result of a misunderstanding. We would always ask that you give us the opportunity to deal with your feedback or complaint first, before taking further action as we find that in almost all cases our response meets our users’ and customers’ requirements.

 

STEP 1: Receiving your complaint

 

To register your complaint, we ask that you email our Compliance Manager at compliance@debtliberty.co.uk

 

Alternatively, you can write to us at:

 

Compliance Manager

Debt Advisory Group Limited

Adamson House, Ground Floor

Towers Business Park

Didsbury

Manchester M20 2YY

 

To help us to investigate and resolve your concerns as quickly as possible, we request that you provide the following information:

 

  • Your full name and address and a daytime contact telephone number;
  • Full details of your complaint;
  • Your account details and any policy numbers as relevant;
  • Copies of any documents that you may think are relevant such as any emails that you have received;
  • Details of what you would like us to do to put things right.

 

If this is a complaint about an unwanted email then we kindly request that you do not delete the email but forward on the entire marketing email that you received, along with your complaint information, to compliance@debtliberty.co.uk. This will help us to resolve your complaint more quickly.

 

We believe that wherever possible, the best approach is to resolve your complaint to your satisfaction as soon as possible after receipt and where this is achieved within three working days, we will do so and then write to you confirming the actions taken for your records.

 

STEP 2: Initial Response

 

Complaints often occur as a result of a simple mis-understanding so we hope to reach a satisfactory conclusion within three working days, in the majority of complaints received.

 

However, we recognise that it is not always possible to fully resolve a complaint immediately, where the complaint is more complex in nature or requires investigation.

 

For complaints that cannot be resolved quickly, we will acknowledge receipt of your complaint within five working days.

 

In our acknowledgement we will summarise the matters that require investigation and confirm when we expect to be able to provide you with our final response to your complaint.

 

If, within five working days, you have not received either acknowledgement of your complaint or confirmation that we consider it resolved, then you may wish to contact the Compliance Manager using the details provided above.

 

STEP 3: Final Response

 

Once we have acknowledged receipt of your complaint, we will investigate your complaint in order to provide a final response by the date indicated in our letter of acknowledgement.

 

Our policy is to provide you with our final response within at most 8 weeks, although we will endeavour to do so much earlier.

 

If you are not satisfied with our final response to your complaint:

 

If you don’t agree with our final response, and you would like to take your complaint further, you can contact the Insolvency Complaints Gateway which is operated by the Insolvency Service.

 

They will record your complaint and forward it on to the relevant regulator.

 

Complaints can be made by email, telephone or letter as follows:

 

 

Complaints about the initial advice and set-up of an IVA

 

Visit the website of the Financial Ombudsman Service for further information about how such  complaints can be dealt with by them: http://www.financial-ombudsman.org.uk/

 

Or visit the FCA for additional information: https://www.fca.org.uk/consumers/how-complain

 

Data Protection Complaints

 

For complaints concerning the collection, storage and usage of data you can visit: ICO Report a Concern for further information at the following address: https://ico.org.uk/make-a-complaint/your-personal-information-concerns/

 

 

Information Commissioner’s Office (‘ICO’)

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Tel: 0303 123 1113 (local rate)