Complaint Procedure

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.

Whilst we aim to provide outstanding levels of service and suitable advice at all times we recognise that there may be occasions where you may feel that we could have done better and wish to make a complaint. We treat complaints from clients very seriously and we will investigate with the aim of resolving complaints quickly and satisfactorily. We use the valuable feedback provide from clients during a complaint to try to further improve 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 advice and services that we have provided to you.

How do you make a complaint?

If you are unhappy with the advice or service we have provided to you, you should in the first instance discuss the situation with your advisor. Should you be dissatisfied with the explanation he or she has given to you then your complaint will be referred to complaints handler.

Alternatively complaints can be sent:

By post to:

Complaints Department
National Debt Service
Bridgewater House
58-60 Whitworth Street
M1 6LT

By email to:

How will we handle your complaint?

A complaints handler shall be appointed and will consider the contents ofyour complaint. In certain circumstances we may need to contact you for further information in order to better understand your position.

We will conduct a full investigation into the points raised and discuss the details of your complaint with your advisor where appropriate. Once all information has been considered you will be sent a final response letter which will confirm whether the company accepts either completely or to some degree your complaint, or does not accept 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 8 weeks, 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

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 contacted in writing at Financial Ombudsman Service, Exchange Tower, 1 Harbour Exchange, London, E14 9SR or via telephone on 0845 080 1800.

If you do decide to refer your complaint to the Ombudsman you must do so within six months of the final response letter.

Your Rights

We hope that you will accept the decision of our complaints handler. If this should not be the case, you remain free at all times to seek an independent form of advice.

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