DEBTPLAN Direct™ - Customer Complaints Procedure
We are committed to providing products and services to the highest standards. However if you feel you need to complain about the company, then we have a formal complaints procedure in place to help resolve your issue and help us to improve our service for everybody. We will always do our best to respond as quickly as possible.
If you are concerned about any aspect of the service we provide, please talk to an adviser, who will do their best to explain things to you.
If you continue to be dissatisfied with any aspect of our service then part of our commitment to customer service is to have a complaints procedure.
We want to deal with any complaint you may have fairly and quickly and, if are dissatisfied with our treatment of your complaint, we will give you the information necessary to refer the complaint to the Financial Ombudsman Service.
How to complain
Whilst we will try to resolve any issues you have on the telephone, if you wish to make a formal complaint, you must set it out in writing. We suggest you contact us by writing to:
DEBTPLAN Direct (Complaints)
Lonsdale House
52 Blucher Street
Birmingham
B1 1QU
We will do our best to sort out your compliant immediately. If it takes longer to resolve we will acknowledge your complaint within 5 working days of receipt and keep you updated with our progress. We aim to resolve complaints within 4 weeks. If we are not able to do so, we will write to explain to what is happening and when we expect to resolve your complaint. Once the full investigation has been completed, we will send you a final response letter within eight weeks.
What to do if you are dissatisfied with our response
If you are still dissatisfied with our final response or eight weeks have passed since you first let us know about your concerns, you can ask the Financial Ombudsman Service (FOS) to review your complaint. The FOS provides a free independent service for customers to solve disputes with financial firms.
The FOS will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.
How to contact the Financial Ombudsman Service
Post: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR,
Phone: 0845 080 1800
Website: www.financial-ombudsman.org.uk
