Complaints Procedure

This page tells you all about our complaints procedure, which we operate to try to resolve any complaints raised with regard to the service we provide to you. This complaints procedure is aimed towards resolving complaints in a quick and satisfactory manner.

What the complaints procedure covers

Our complaints procedure covers complaints made with regard to the service we provide to you. In particular, it covers complaints regarding the manner in which we have dealt with your lenders and the information we provide to you about our dealings on your behalf.

How to make a complaint

If you are unhappy with the service you have received from us, you should firstly discuss the situation with your Adviser. If you are still unhappy, then your complaint will be passed on to the company's Compliance Department. Any written complaints should be addressed to the Compliance Department.

How we will manage your complaint

The Compliance Department will consider your complaint. We may contact you for further information if we feel we need to know more about your position. We will fully investigate the points raised and discuss the details of your complaint with your Adviser as appropriate. Once all the points have been discussed you will be contacted again to confirm whether the company accepts either completely or to some degree your complaint. Where applicable, we will tell you what steps the company will take to put right the complaint and ensure that the same problem does not reoccur. We aim to resolve a complaint satisfactorily within 10 working days, although where more detailed investigation is needed the process could take longer. You will be kept informed of the time that will be needed for us to investigate your complaint.

Members of DEMSA

We are members of the Debt Managers Standards Association (DEMSA), an organisation founded to monitor and maintain high standards in the debt management industry. We are bound by the terms of its Code of Conduct, which has been approved by the OFT (Office of Fair Trading).

DEMSA has laid down procedures for handling complaints and member companies are bound by their decisions. Any complaint must in the first instance be addressed directly to us, but should you feel the matter has not been resolved to your satisfaction, provided the dispute in question is covered by the Code of Conduct, you may refer your complaint to DEMSA.

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, details of which will be provided at that time.

Your Rights

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