DEBT & INSOLVENCY COMPLAINTS
Initial Complaint
You are invited to discuss your complaint with the individual whom you have been dealing or with their immediate department manager in an effort to resolve the issue.
Where should I send my Complaint?
Should you not wish to discuss with them or you continue to be dissatisfied you are invited to write to us at the following address: -
DPSP
65 Heath Gap Road
Cannock
Staffs
WS11 6DY
What should I include in my complaint?
Please ensure that the following details are included in your complaint: -
- Your name, address and client reference code
- The name of the person(s) to whom you have spoken with and when to help us find the relevant information
- Copies of any correspondence or documents relating to your complaint
- Details about what has gone wrong or has not been handled properly and;
- How you would like us to resolve your complaint
- Review of complaint
- What will happen next?
We will provide you with a written acknowledgement within five working days of receipt.
Your complaint will be reviewed by the department manager who will provide you with a written response within a further fourteen days.
During these fourteen days the department manager will be ascertaining the background facts as quickly as possible. They may need to contact you to seek additional information as required.
In the event that the department manager requires more time to fully investigate the complaint they will inform you in writing of a reasonable timetable for response along with reasons for the delay.
Once this has been completed they will provide a reply which will include conclusions of their investigations. It will also include full and clear explanations of the reasons for the conclusions that have been made.
Should the investigations conclude that an error has been made the department manager will rectify the error promptly and offer an apology for the error.
Further Action
What if I am not satisfied with the initial response?
If you are not satisfied with the initial response to your complaint, you should write to the: -
The Company Director, Ms Charlie Robinson
The Company Director will then conduct a review of the complaint.
She will investigate the complaint and review all documentation relating to the complaint provided by you and used by the original department manager to formulate the response previously provided.
The Company Director will provide a response to your complaint within a further fourteen days with her findings.
At any stage throughout the complaints procedure you can contact the Complaints Department at The Office of Fair Trading. The details are as follows: -
Complaints Department
Office of Fair Trading
FREEPOST
London
EC4B 4AH
or e-mail: enquiries@oft.gsi.gov.uk
The Final Stage of Complaint Resolution
If you are still not satisfied the last thing you can do is contact the Financial Ombudsman Service. This is the last resort. The Ombudsman will only deal with your enquiry after you have addressed it with your debt solution provider.
If you have not received a final response letter from us within 8 weeks of the complaint date , or you are dissatisfied with the decisions in our final response letter, you can write to: The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London. E14 9SR.
