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.
By email: help@debtfreeteamlive.co.uk
By telephone: 0161 560 5920
By post: Debt Free Team, 10 Broad O’ Th Lane, Shevington, Wigan, WN6 8EA
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, this has its own dedicated route — see Data Protection Complaints below.
Data Protection Complaints
This is a dedicated route for complaints about how we, or a partner firm acting on our instructions, have collected, stored, shared, or otherwise handled your personal data. It is separate from a general service complaint (above) and meets the requirements of the Data (Use and Access) Act 2025 (DUAA) and Information Commissioner’s Office (ICO) guidance. See our Privacy Policy for full details of how we handle your data.
You do not need to use any legal language to raise a data protection complaint. Please tell us clearly what has happened and, where possible, mark your complaint “Data Protection Complaint” so it is routed correctly:
By email: help@debtfreeteamlive.co.uk (subject: Data Protection Complaint)
By telephone: 0161 560 5920
By post: Data Protection Complaint, Debt Free Team, 10 Broad O’ Th Lane, Shevington, Wigan, WN6 8EA
Our response timeline for data protection complaints:
| Stage | Timescale |
|---|---|
| Acknowledgement of your complaint | Within 5 business days of receipt |
| Investigation and response | Without undue delay, and normally within 30 calendar days |
| If more time is needed | We will keep you updated and explain why, and when you can expect a full response |
If you remain dissatisfied after our final response, or if we have not responded within a reasonable time, you have the right to escalate directly to the Information Commissioner’s Office (ICO):
ICO Helpline: 0303 123 1113
Website: ico.org.uk/make-a-complaint
Address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
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
DF Team Ltd (Company No. 14383544). Registered Office: 10 Broad O’ Th Lane, Shevington, Wigan, WN6 8EA.