Complaints information

At Debt Solutions we aim to provide a high standard of service to clients. If you believe we have failed to fulfill a satisfactory level of service, we urge you to let us know so we can look into and resolve the problem.

Where should I send my complaint?

There are several different ways you can contact us in regards to a complaint.

• You can call us on 028 71367 6822 to speak to us directly.
• You can email our complaints team
• You can send your complaint in writing to:
  • Debt Solutions
    Complaints Team
    35 Templemore Business Park
    Northland Road
    Derry
    BT48 0LD

When making your complaint please let us know what the issue is, providing as much information as possible and explain how you would like us to resolve the situation. We take all complaints very seriously and will strive to address your problem with urgency and diligence.

What happens next?

After we receive your complaint we will:

• Provide written acknowledgement within 5 working days of receipt
• Investigate your complaint and respond within a further 14 days

We may need to contact you during the complaint investigation in order to seek any additional relevant information.

We will work to resolve your complaint as quickly as possible, aiming to have a final response to you in writing within 8 weeks.

In some cases we may need more time to investigate your complaint. If this is necessary we will inform you in writing, of an expected timeframe and explain why it may take a little longer to investigate.

Further Action

If you are not happy with the timeframe being taken to resolve your query or you do not feel like your complaint has been resolved you have the right to contact the Financial Ombudsman Service. You must contact the Financial Ombudsman service within 6 months of the date of our final response letter. There are several ways to contact them. You can:

• Visit their website - http://www.financial-ombudsman.org.uk
• Call 0800 023 4 567
• Online complaint form - http://www.financial-ombudsman.org.uk/help