Debt Solver Complaints Policy and Procedure

Debt Solver Ltd is committed to providing a high level service to our clients. If you do not receive satisfaction from us, we need you to tell us about it. This will help us to improve our standards.

In the first instant if we suggest that you call our Customer Services department and explain the issues that have arisen. They will try and provide an answer to these issues over the phone. If you are unhappy with the outcome of such discussion then you should send your written complaint to The Operations Manager at:-

Debt Solver Ltd
Trafford Plaza
73 Seymour Grove
Manchester
M16 0LD

What happens next?

1. We will record your complaint in our central register within a day of having received it.

2. We will then start to investigate your complaint. This will normally involve the following steps:

• We will investigate the circumstances set out in your complaint letter / supporting documentation.
• We may at times need to contact you to get further information in order to better understand your complaint.
• We will conduct a full investigation into the points raised and discuss the details of your complaint with your Initial Adviser and/or Customer Services Adviser as appropriate.
• Once all information has been considered, the Operations Manager will then write to you to explain the findings of the investigation and any action he/she believes is required.
• Where applicable, you will be advised of what steps the company will take to put right the complaint and ensure that the same problem does not reoccur.
• It is the company's objective to resolve a complaint satisfactorily within 7 working days although where more detailed investigation is required the process may take longer.
• You will be kept informed of the time scale that will be required for us to investigate your complaint.

3. If you are not satisfied with our final response, you will be able to contact the Financial Ombudsman Service who may be able to provide further assistance/advice. Telephone number; 0800 023 4567. Alternatively, please refer to the Financial Ombudsman Service’s leaflet, sent to you with our final response letter.