This complaints procedure is aimed at resolving complaints quickly and satisfactorily and further improving the quality of our service.
Our complaints procedure covers complaints which you may wish to make with regard to the services we have provided to you and how we have dealt with your creditors and financial situation. If you are unhappy with the service we have provided you, you should in the first instance discuss the situation with your customer service advisor who has been dealing with your account. Should you be dissatisfied with the explanation they have provided then the complaint will be passed to a senior manager. If the senior manager is unable to deal with your complaint to your satisfaction please formalise your complaint in writing for full review of the circumstances.
The letter will be acknowledged within 3 working days or receipt and every effort will be made to reach a resolution within 10 working days.
The content of the complaint will be investigated. We may need to contact you for further information as part of that investigation.
Once all information has been gathered you will be contacted to advise you if your complaint is upheld, partially upheld or rejected.
In the event of the complaint being upheld or partially upheld you will be advised of how the company will correct the complaint and what steps they will take to ensure the issue does not occur again. Any losses incurred by the client will be taken into consideration.
We aim to resolve complaints within 10 working days. However, in some instances the investigation may take longer. If this is the case you will be informed of the increase in timescale for resolving your complaint.
We hope you will be happy with our response. However, if you are not at this stage you will be eligible to refer the matter to the financial ombudsman service or seek independent advice.
Dexter Bell has an experienced and friendly team who are responsible for the day to day running of your debt management plan. If you need to speak to us about your account or any of your creditors they can be contacted on 0161 865 8400 or you can email on firstname.lastname@example.org
If at any stage you feel you require some independent advice this is available from The Money Advice Service at www.moneyadviceservice.org.uk or on 0800 138 7777.