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Complaints Procedure

Our aim is to provide a premier service, ensuring your customer experience is one to remember. Our partners pride themselves on educating their clients on all solutions and empowering them to make an informed decision for themselves, whilst they are regulated to advise on the best solutions to suit your needs and situation.

If you are unhappy, for any reason, with their service or your experience we would welcome your feedback and the opportunity to put things right.

If you have a complaint

National Debt Advice are keen to hear your feedback and are committed to ensuring your concerns are rectified in a professional manner. We may request you put your concerns in writing to support@nationaldebtadvice.org.uk, allowing us to complete a comprehensive investigation into your concerns.

We will verbally acknowledge your concerns immediately and will commit to responding in writing within 5 working days. We are committed to resolving your complaint, should further investigation be appropriate we will provide you with a final response letter, no later than 8 weeks after the date you lodged the complaint.

If you are not satisfied with our final response

The Financial Ombudsman Service

If you are not satisfied with our final response, you have the right to complain to the Financial Ombudsman Service, their contact details are below. You must do this within six months of our final response.

When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.

Alternatively, you can obtain a copy from:

Financial Ombudsman Service, Exchange Tower,
London,
E14 9SR

www.financial-ombudsman.org.uk

Or by Calling: 0800 023 4 567 – calls to this number are now free on mobile phones and landlines

Or 0300 123 9 123 – calls are charged at the same rates as 01/02 numbers on mobile tariffs

Or +44 20 7964 0500 if you are calling from outside the UK