Complaints policy

ClearDebt take pride in the debt solutions we offer and the service we provide. We aim to give you appropriate debt advice wherever possible and always do our best to deal with your affairs in a timely manner.

If you are concerned about any aspect of the service we provide, please talk to your Customer Service Officer who will do their best to resolve your complaint.

Part of our commitment to our customers is to have a clear and concise complaints procedure for our customers to use. Complaints can be made by telephone, in writing, or by email and this page will let you know how to complain, as well as explaining what you can expect from ClearDebt when dealing with your complaint.

We want to deal with your complaint fairly and quickly and if you are dissatisfied with our treatment of your complaint, we will provide you with the information necessary to escalate your complaint to either our Insolvency regulated body via the Insolvency Complaints Gateway or to the Financial Ombudsman Service.

1. How to complain

1. How to complain

In the first instance we would ask that you call your Customer Service Officer on their direct telephone number and they will endeavor to resolve your complaint that day. Alternatively you can call our main number on 08000 432 444. If you are calling from a mobile, it may be cheaper to dial 0161 969 2030.

Whilst we are normally able to resolve complaints by telephone, should you wish you may also complain to us in writing, either by writing to:

ClearDebt Limited (Complaints)
Nelson House
Park Road
Timperley
Altrincham
Cheshire
WA14 5BZ

or by emailing complaints@cleardebt.co.uk

2. What ClearDebt will do with your complaint

2. What ClearDebt will do with your complaint

If we are unable to resolve your complaint by telephone, we will send you written acknowledgement of your complaint by the end of the next business day.

We aim to resolve your complaint as quickly as we can and to keep you informed of its progress. Your complaint will be investigated by a supervisor and a manager. If your complaint involves a separate organisation, we will inform them too and ask them to deal with their part of the complaint by contacting you directly.

We will aim to resolve your complaint within eight weeks of first receiving it. Only in exceptional circumstances will we not do so and we will inform you of those circumstances in writing. If you believe the delay is unnecessary, you can take your complaint to the Insolvency Practitioners Association (via the Insolvency Gateway) and we will give you the information necessary to do so. If we uphold your complaint within eight weeks, we will send you a letter offering appropriate redress, which may vary from an apology to financial compensation.

In any circumstances (other than if your complaint is resolved within the eight weeks following its receipt), the Company will send you a final response letter no later than eight weeks following the date that we get your complaint. If you disagree with this letter, you can take your complaint to the Insolvency Practitioners Association. Our final response letter will tell you how to do this.

3. If you are still dissatisfied

3. If you are still dissatisfied

Whilst we will look into any complaint carefully and promptly, and do all we can to explain the position to you, if you remain dissatisfied, you have the right to refer the matter in the following ways:

Debt Resolution Forum

ClearDebt are members of Debt Resolution Forum (“DRF”), a trade body who promotes professional standards for the debt resolution industry.  DRF has its own complaints procedure administered by an independent committee composed of experts from both inside and outside the debt resolution industry. If you are not satisfied with our decision on your complaint you may raise this with DRF. ClearDebt are bound by DRF’s decision.

  • For more information, please consult DRF’s website
  • Alternatively you can call DRF directly on 0161 905 8372
  • A complaint form is also available for download here
  • If you wish to complain to DRF in writing, their address is:

Debt Resolution Forum
PO Box 878
Altrincham
Cheshire
WA15 5LX

or email: complaints@debtresolutionforum.org.uk

Insolvency Complaints Gateway

You have the right to refer the matter to the Insolvency Complaints Gateway which is operated by the Insolvency Service, an Executive Agency of the Department of Business Innovation and Skills (BIS). Complaints can be made by email, telephone or letter as follows:

  • Call the Insolvency Service Enquiry Line on 0845 602 9848 (Monday to Friday – 8am to 5pm)
  • Email the completed complaints form to ip.complaints@insolvency.gsi.gov.uk
  • Post the completed complaints form to:

IP Complaints
Insolvency Service
3rd Floor
1 City Walk
Leeds
LS11 9DA

To obtain a complaint form or for more details, please click here.

Financial Ombudsman Service

You can also refer your complaint to the Financial Ombudsman Service (“FOS”) by email, telephone or letter as follows:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tell others:

shortlink

Complaints

Updated on 2016-09-28T19:09:05+00:00, by Kristian Stock.