Complaints Policy

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Any expression of dissatisfaction about the provision, or failure to provide, a financial service and complaints handling procedure which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience is treated as a complaint. This includes correspondence in writing and that made during verbal communication. Where any customer expresses concern about the service, steps should be taken to resolve that matter and it should be treated as a complaint.

Complaints will be resolved within 8 weeks upon receipt and a detailed response will be provided to yourself.

Complaints are initially made to the customer service team and can be done via telephone on a local telephone number (basic rate).

Complaints may be received directly from customers or from third-party representatives. In the event of any complaint, the matter must be recorded and logged and referred to the nominated complaints handler in accordance with the complaint handling process. All complaints will be acknowledged within 5 working days.

Any complaint received from a third-party representative such as Trading Standards or the Citizens Advice Bureau should be immediately referred to the nominated complaints handler.

Customers are provided with Insolvency Practitioners Association (IPA) details (including the website) and a leaflet on raising a complaint to IPA should they wish to do so.

Complaints Procedure

The following complaints procedure is made available to every customer upon request, is published on the company’s website, and is included in summary form in our customer documentation.

There are several different ways that you can contact us and you can choose from the following:

Contact our customer services team by telephone on 0161 413 2387. Lines are open between 10:00am and 7pm Monday to Thursday and 10:00 am to 4:00 pm Fridays (excluding bank holidays). Calls are charged at standard rates for your phone provider.

Or by writing to us at:

UK Debt Service Ltd.
3rd Floor South Court Business Centre
Sharston Road
Sharston
M22 4BB

Email: complaints@uk-debtservice.co.uk

If you are contacting us in writing or via email please remember to let us know your name, your contact details, some details about your complaint and how we can help put things right.

How long will it take?

We try to resolve complaints as soon as possible. In most cases, we will be in touch with you within 3 business days with a resolution. If your complaint is complicated it may take longer, but we will keep you regularly updated about our progress and let you know if we need any further information from you.

We’ll send you our final response within 8 weeks. If we can’t respond at this time, we’ll contact you to explain the delay and give you an indication of when to expect our response. If you’re unhappy with the progress of your complaint at this point or you are unhappy with our final response, you can refer it to the IPA.

You can contact the IPA at:

Our Insolvency Practitioner (IP) is personally licensed by the Insolvency Practitioners Association. The Insolvency Practitioners Association (IPA) can be contacted at;

Insolvency Practitioners Association
Head of Regulation
Working From Southward
32 Blackfriars Road
London
SE1 8PB

www.insolvency-practitioners.org.uk

You can refer your complaint to the IPs authorising body at any time or if you remain unhappy following our response. You can do this by completing the online complaints form available at https://www.gov.uk/complain-about-insolvency-practitioner which can be sent by email or by post to the Complaints Gateway. Alternatively, you can call the Insolvency Service Enquiry Line on 0300 678 0015, who will take you through the questions on the form over the phone.

Regulatory Bodies

Our Insolvency Practitioner (IP) are personally licensed by the Insolvency Practitioners Association. The Insolvency Practitioners Association (IPA) can be contacted at Head of Regulation, Working From Southwark, 32 Blackfriars Road, London SE1 8PB.