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COVID-19: We have answered some of our customer's most frequently asked questions
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.
Our complaints procedure covers complaints which you may wish to make with regard to the advice and services that we have provided to you.
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:
National Debt Service
58-60 Whitworth Street
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 359 7871 or by emailing firstname.lastname@example.org.
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.
We hope that you will accept the decision of our Client Support Manager, however if you remain dissatisfied after we have given you our final response you can complain to our insolvency practitioner’s regulator through the Insolvency Complaints Gateway (“ICG”).
Detailed guidance about making a complaint can be found at:
A complaint can be made online by using the link in the guidance, or by email to:
or by telephone 0300 678 0015 – call costs are no more than those to geographic numbers (01 or 02) and are included in any inclusive minutes contract you have from your provider.
Please note that even if a complaint is upheld, regulators will not intervene or adjudicate on case specific matters; they will only consider whether disciplinary sanctions should be ordered against the insolvency practitioner.
Debt write off applies to unsecured debts and on completion of an IVA. A debt write off amount of between 20% and 80% is realistic, however the debt write off amount for each customer differs depending upon their individual financial circumstances and is subject to the approval of their creditors.
Call charges may vary depending on your telephone provider. All calls are recorded for training and compliance purposes, but deleted after 6 months for non-customers in line with GDPR guidelines.
Free money help and advice can be found at the MoneyAdviceService.org.uk