Complaints and feedback

When you tell us that you aren't happy with the service we have given, we use this feedback to put things right and make sure the same mistakes don't happen again.

We'll try to resolve it straight away

Many complaints can be resolved straight away.

For those that can't, there are two stages to our complaints process. 

Stage one - investigation

If we haven't been able to resolve the issue straight away, it will go to stage one.

At stage one, we will:

• log and acknowledge the complaint within 5 working days and issue an acknowledgement letter providing you with a unique reference number
• investigate the issue(s)
• send you a written response within 10 working days (if this isn't possible, we will contact you to explain why and provide you with a new target date, up to another 10 working days)

Stage two - second opinion

If you are not satisfied with our response at stage one, you can ask for your complaint to go to stage two.

The purpose of stage two is to assess how the complaint has been investigated at stage one.

We will also review any new information provided to assess the complaint.

At stage two: 

• we will log and acknowledge the complaint within 5 working days and issue an acknowledgement letter providing you with a unique reference number
• a Customer Feedback Officer will investigate your complaint
• the Customer Feedback Officer will report the investigation findings to our Managing Director (or one of our Directors, if the Managing Director isn't available)
• we will reply to your complaint within 20 working days (if this isn't possible, we will contact you to explain why and provide you with a new target date, up to another 20 working days)

For complaints about debt advice, we must send you a response within a maximum of 30 working days.