Complaints Policy

Our Promise to You

We want to treat you fairly and with care. If you are unhappy with our service, please tell us. Making a complaint will not affect the support you receive. We are here to listen and help.

If you need extra support, more time, or help explaining things, just let us know.

How to Make a Complaint

You can make a complaint in whatever way feels easiest for you.
There’s no need to use formal words or write a long letter.

Just tell us:

• What has gone wrong
• How it has affected you
• What you would like us to do to put things right

If you find this difficult, we can help you explain your concerns.

What Information Helps

If you can, please tell us:

• Your name and postcode
• Your reference number (if you have one)

If you don’t have this information, that’s okay — we will still do our best to help.

What We Will Do

When we receive your complaint, we will:

• Take it seriously and treat you fairly
• Look into it fully
• Try to resolve it within 3 working days

If we can resolve it within 3 working days, we will send you a short letter to confirm this.

Complaints are only considered resolved if you agree to the outcome

If it takes longer:

• We will let you know we are looking into it
• We will keep you updated

Our aim is to resolve your complaint within 6 weeks. If it takes longer than 6 weeks, we will explain why. Then, we’ll send you a final response within 8 weeks. Our final response will explain if we agree with you or not and if appropriate, we will also explain any steps taken to put things right.

Extra Support

If you are going through a difficult time, please tell us.
This could include health problems, stress, financial worries, or bereavement.

We can:

• Take extra time
• Explain things more clearly
• Communicate in a way that suits you
• Speak to someone you trust, if you give us permission
  
  

How to Contact Us

You can contact us in the way that works best for you:

Phone: 0161 375 3328
Email: complaints@debtsupportservice.co.uk

Post:
Complaints Officer
Debt Support Service Ltd
8 Exchange Quay
Manchester
M5 3EJ

If You Are Still Unhappy

If you are not happy with our final response, or if 8 weeks have passed, you can contact the Financial Ombudsman Service.

They are free, independent, and there to help you.

Phone: 0800 023 4567
Website: www.financial-ombudsman.org.uk

You can also contact them by email at complaint.info@financial-ombudsman.org.uk or by writing to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR.