Our complaints process

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Complaints

We’re committed to providing a professional, supportive and confidential service to all those who seek our help. We aim to ‘get it right first time’ but we’re aware that mistakes can sometimes happen.

If you’re not happy with the service you have received, we’re genuinely keen to hear from you. This will not only allow us to try to resolve your problem, it will also help us avoid it happening again.
 

How to complain

 
You can contact us by writing to:
 
Contact Centre Manager
National Debtline
Tricorn House
51-53 Hagley Road
Birmingham
B16 8TP
 

Or phone us on Freephone 0808 808 4000.

It is helpful if you can let us know the following.

  • What went wrong.
  • When it happened.
  • Who you dealt with.
  • What you think we should do to make things right.
  • Your full name, address and telephone number.
You may wish to use our complaints form to help you make your complaint.
 

How we handle complaints

 
  • We will always try to resolve a problem at the time you raise it with us.
  • If we need more time to look into your complaint, we will send you an acknowledgement within five working days and tell you when we expect to contact you again. We will also enclose a copy of this procedure.
  • We would expect in nearly all cases to send a letter explaining our response to your complaint within 10 working days. If we can’t do this we will send you an update.
  • Our aim is to send a final response within eight weeks of receiving a complaint. If this isn’t possible, we will write to explain why and tell you when we will respond.

What to do if we can’t reach an agreement

If we take more than eight weeks to send a final response, or you don’t think we have resolved your complaint, you can contact the Financial Ombudsman Service.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
www.financialombudsman.org.uk

You must refer your complaint to the Financial Ombudsman Service within six months of the date of our final response.