Complaints

If You Feel You Need To Complain About The Company

The Company takes pride in customer service and takes pains to ensure you understand the advice we give you, the actions we suggest and the fees we charge. We aim to give you appropriate 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 personal insolvency adviser, who will do their best to explain things to you.

Part of our commitment to customer service is to have a complaints procedure, which you can use if you continue to be dissatisfied with any aspect of our service.

We want to deal with any complaint you may have fairly and quickly and, if are dissatisfied with our treatment of your complaint, we will give you the information necessary to refer the complaint to the Financial Ombudsman Service.

How to complain

Whilst we will try to resolve any issues you have on the telephone, if you wish to make a formal complaint, you must set it out in writing. We suggest you contact us either by writing to:

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

Or by emailing complaints@cleardebt.co.uk

What ClearDebt Will Do With Your Complaint

We will send you a written acknowledgement of your complaint by the end of the next business day.

We will aim to resolve your complaint, which will be reviewed by both a supervisor and a manager, as soon as we can. We will keep you informed of the progress of your complaint. If the complaint involves an organisation other than us, 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 in writing. 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 Financial Ombudsman Service 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 Financial Ombudsman Service. Our final response letter will tell you how to do this.