Our Complaints Procedure
Our Complaints Procedure
If at any time you are not happy with the service that we have given, please call us on 0808 275 8945 (free from UK landlines or mobiles), email us at enquiries@firstcalldebtsolutions.co.uk or write to us at First Call Debt Solutions, The Shakespeare Centre, 45-51 Shakespeare street, Southport, PR8 5AB.
What We Will Do
We aim to resolve your complaint as soon as possible. We may require further information from you to allow us to better understand your concerns – if this is the case, we may contact you as part of our investigation.
Your complaint will be investigated upon receipt. If your complaint is resolved by our team by the close of business 3 working days following receipt, you will receive confirmation of this. Should you subsequently remain dissatisfied, we will detail your rights for further escalation. If your complaint remains unresolved after the close of business 3 working days following receipt, we will acknowledge your complaint.
Within eight weeks of receiving your complaint, we will send either a final response providing you with the details of our findings, or a written response explaining why a final response is not yet available and an indication of when we expect to be able to provide this. If you are not satisfied with our final response, or you wish to escalate this directly, you have the right to complain to the Financial Ombudsman Service (FOS) within six months of the date of the final response. Details of how to do this are set out below.
In addition, we will provide you with a leaflet when we send our final response detailing how to complain to FOS.
Financial Ombudsman Service (FOS)
If our final response does not satisfy your concerns, you have the right to complain to the Financial Ombudsman Service (FOS) within 6 months of the date of the final response.
Write to:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Email:complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Insolvency Service
If you have a complaint about the way your Individual Voluntary Arrangement has been handled, you can inform the Insolvency Service of your concerns. The Insolvency Service has set up a Gateway where consumers can report their complaints – further information is detailed below.
You can make a complaint to the Insolvency Service by either:
https://www.insolvencydirect.bis.gov.uk/ExternalOnlineForms/InsolvencyPractitionerComplaint.aspx
Printing the above form and sending it to:
IP Complaints
Insolvency Service
3rd Floor
1 City Walk
Leeds LS11 9DA
or emailing the completed form to ip.complaints@insolvency.gsi.gov.uk (as a PDF, for example)
Calling the Insolvency Service Enquiry line on 0300 678 0015 (Monday to Friday 9:00am -5:00pm)