Debt Rescue Complaints Procedure

If we have made a mistake, or we could have done something better, then we will do our best to put this right for you.

We regard any expression of dissatisfaction from any of our clients or indeed on behalf of one of our clients to be a complaint – regardless of whether it is made orally or in writing.

We will provide a copy of this Procedure to any client who makes a complaint, or to any client who requests it. We also provide a complaints leaflet which provides some basic information regarding our complaints process which can be found here

1. We Receive Your Complain

On receipt of a complaint from any source, we will do our best to resolve the issue within 3 business days. If we are unable to meet this time frame, we will pass the details to our Compliance Officer for acknowledgment and further investigation.

We regard a complaint as:

  • An expression of dissatisfaction from an eligible complainant – i.e. a private individual or proprietor of a small business
  • Relating to a business activity
  • A client who has suffered – or may suffer – financial loss, material distress or significant inconvenience
  • A matter which could not be resolved within 3 business daysAll complaints are treated and recorded in the same way. We acknowledge all complaints within 3 business days, this may include an early settlement offer.Where it is not possible to complete the complaint at this point because we need time to investigate the complaint more fully or we need further information from the complainant, we will:
  • Give you a full explanation and expected timescales
  • If we are still not able to complete the complaint after 8 weeks, we will provide a further update

2. We Investigate Your Complaint

Our Compliance Officer will review the details of the complaint including a full review of the client file and notes made by the Client Manager and any other relevant information. If the complaint is about our Compliance Officer then the complaint will be assessed by a Director of the firm.

If internal interviews are to be conducted, a note taker will be present alongside the investigator and interviewee and a copy of the interview notes will be written up and signed by the interviewer and interviewee prior to them being added to the complaint history.

All investigations must take place with 6 weeks of the initial complaint being received so that a final response (decision letter) can be sent to the client within the designated 8 week period.

Investigations must utilise all of the facts and any previous, related information to produce an unbiased outcome and an expected course of action. A complaint reference will be assigned and this reference will also be added to the Complaints Register so that complaint and document can be audited and traced back in the future.

3. Our Final Response

Once the complaint investigation is completed, our Compliance Officer will write to you with their appraisal of the matter – along with an outline of our intended course of action. This document is referred to as our ‘Final Response’.

Included in this Response will be an offer to settle the matter – if this is financial compensation, we will detail the amount we are offering including an explanation of how the compensation amount was reached. An alternative to financial settlement could be an apology with a promise to use the complaint to rectify a system or a training method.

If we are not in a position to make an offer to settle the matter within 8 weeks following your initial complaint, we will write to you again:

  • Setting out why the matter is still unresolved
  • Giving a full summary of our investigation to date, and explaining why we have not been able to conclude the matter
  • Setting out what further action we will now undertake
  • Providing contact information for the Financial Ombudsman Service (FOS)

If we do not receive a response from you within 8 weeks of our Final Response, we will treat the matter as closed.

4. Not Satisfied with Our Response?

If, following the final response you remain unsatisfied, the complaint can be referred to the Financial Ombudsman Service (FOS). Contact details and a leaflet about FOS will be sent to you with our Final Response and can be found here.

If the complaint is about a third party, we will refer the issue to the party concerned – and write to confirm we have done this.

5. Data Protection

Under the Data Protection Act you have the right to obtain a copy of the personal information that Debt Rescue Ltd holds on you. If you would like to request a copy of your file, please contact the Customer Assurance Department in writing. This will be sent to you in the form of an encrypted disk with a password sent separately. If you would prefer to receive a paper copy, then please specify this at the time of writing.

There is a charge of £10 for this service, which should be payable to Debt Rescue Ltd. Please make sure, when requesting your information under the Data Protection Act, that you make it clear in your letter that the £10 fee is for a ‘subject access request’.

For any further information about the protection of your data, please visit the Information Commissioner’s Office (ICO):

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Registered in England & Wales Company No. 07352110 l Registered Office: Archer House l Britland l Northbourne Road l Eastbourne l East Sussex l BN22 8PW l debtrescue and the debtrescue logo are all trading styles of Debt Rescue Limited which is authorised and regulated by the Financial Conduct Authority l Licence No. 639163

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