Complaints Process
Dealing with Complaints.
Debt-Removal.net is part of the Debt Support Service Ltd group and is committed to providing products and services of the highest standard. By making ourselves aware of when you're not happy with the service we provide, it gives us the chance to fix the problem and thus improve the service for all.
Our Complaints Process.
This document explains how to make a complaint if you are not happy with the service that Debt Support Service has provided you. Please try to follow the procedure as closely as possible so that we can resolve your complaint quickly and effectively.
Providing us with information of your complaint.
Please supply us with the following information:
- Full name and postcode.
- Your reference number.
- Description of complaint.
- Details of how you would like us to rectify situation.
What we will do.
Your complaint will be passed to the Complaints Officer to investigate immediately. Upon receipt of your complaint we will do the following:
Acknowledge receipt of the complaint within five working days.
Keep you updated with our progress.
We aim to have the whole complaint resolved within four weeks.
In the event that it takes longer than four weeks, we will write to you explaining what is happening, as well as give you an estimated time scale of when we feel we will have it completed.
We will then send you a final response letter within eight weeks, upon completion of our investigation.
How to contact us.
Post:
Complaints Officer
Debt Support Service Ltd
Adamson House
Wilmslow Road
Manchester
M20 2YY
Tel – 0844 277 3221
Email - customer.relations@debtsupportservice.org
What can I do if I am unhappy with your response?
If you are not satisfied with our final response, or eight weeks have passed since you first contacted us expressing your concerns, you can approach the Financial Ombudsman Service (FOS) to review your complaint.
The FOS provides customers with a free independent service for customers who are in dispute with financial establishments.
However, the FOS will only deal with your complaint if you have given us the opportunity to put matters right.
How to contact the Financial Ombudsman Service.
Post:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
For more information please contact: info@Debt-Removal.net