Complaints Policy


Here at Debt Support Service, it is important to us that our customers receive a high level of service. However, we do understand that sometimes things can go wrong, we welcome feedback from our customers and the opportunity to put things right, so we aim to resolve any complaints as soon as possible.

How to complain:

Should you have a complaint, you should raise this with one of our friendly team either over the phone, via email or in writing using the contact details below.

By Email:

By Phone: 0161 302 0345

In Writing: Complaints Officer, Debt Support Service, 8 Exchange Quay, Manchester, M5 3EJ

When contacting us, please provide:

  • Your name
  • Your DS reference number
  • Your Address
  • The reason for your complaint

What happens after you’ve made a complaint:

If one of our advisers or account managers is not able to resolve your complaint in the first instance, it will be escalated to one of our highly trained managers. A manager will investigate your complaint and aim to resolve it within 3 working days. If the complaint can be resolved within 3 working days, you will receive a Summary Resolution Communication. We will only consider the complaint to be resolved where you indicate your acceptance.

If we cannot resolve your complaint within 3 working days:

If this is not possible, it will be escalated to our complaints and compliance team who will formally acknowledge your complaint in writing and then begin their investigation.

The complaints handler may need to contact you to discuss your complaint or gather further information, the complaints handler will keep you informed of the progress of your complaint.

If the complaint handler is still investigating your complaint after 4 weeks, they will explain to you the reasons why and indicate when you can expect a full and final response.

We aim to have completed our investigation within 8 weeks of the date you first raised your complaint, we will then send you a Final Response in writing. The Final Response will detail the investigation and our findings. It will also confirm our conclusions and whether the complaint has been upheld, partially upheld, or not upheld and explain any action being taken or that has been taken to correct the problem that led you to complain.

After 8 weeks:

If you remain dissatisfied following the outcome of our investigation, or we have not been able to resolve your complaint within 8 weeks you have the right to escalate your complaint to the Financial Ombudsman Service (FOS), you can contact them using the below details:

By Email:

By Phone:  0800 023 4567 (8am – 5pm Monday to Friday)

In Writing: The Financial Ombudsman, Exchange Tower, London, E14 9SR

More information regarding the Financial Ombudsman Service can be found within the leaflet attached to our Final Response but can also be accessed here:

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of the final response letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

You can find more information on the services provided by the Financial Ombudsman Service by visiting their website at

There are certain types of complaints which are outside the Ombudsman’s jurisdiction. Before you refer the matter to the Ombudsman you may wish to contact them on 0800 023 4567 to discuss your complaint. You can also visit the Financial Ombudsman Service website for more information. This includes details of how to make a complaint against the business and provides a questionnaire for you to complete.