Complaints

How to Complain

If you have a complaint about our service, please contact us using any of the methods below. Please include as much detail as possible, including your name, contact details, and a clear description of your concern.

Please mark your complaint clearly as “Complaint” so we can ensure it is directed to the right person.

Timescales

We will acknowledge your complaint and keep you informed throughout. Our target response times are as follows:

Stage	Timescale
Acknowledgement of your complaint	Within 3 business days of receipt
Full investigation and response	Within 28 calendar days of receipt
Final response (if more time is needed)	We will write to you within 56 calendar days explaining why and when you can expect a full response

How to Escalate

If you are not satisfied with our response, or if your complaint remains unresolved after 8 weeks, you may have the right to refer your complaint to an appropriate alternative dispute resolution (ADR) service or regulatory body.

Please note that we are an introducer and do not directly administer IVAs or other formal debt solutions. If your complaint relates to the services provided by a partner Insolvency Practitioner, you should contact them directly. Insolvency Practitioners are regulated bodies and are required to have their own formal complaints procedures.

If your complaint concerns how your personal data has been handled, you may also contact the Information Commissioner’s Office (ICO):

What Happens After You Complain

Once we have completed our investigation, we will send you a written response setting out:

• Our findings and conclusions
• Any action we have taken or intend to take
• Any remedy or redress we are offering, if applicable
• Your right to escalate the matter if you remain dissatisfied

[COMPANY NAME] (Company No. [REG NO]). Registered Office: 10 Broad O’ Th Lane, Shevington, Wigan, WN6 8EA.