COMPLAINTS PROCEDURE

This notice sets out details of the complaints procedure which we operate to try to resolve complaints which you, the client, may have with regard to the services that we provide to you. This complaints procedure is aimed at resolving complaints quickly and satisfactorily and further improving the quality of our service.

What our complaints procedure covers
Our complaints procedure covers complaints which you may wish to make with regard to the services which we have provided to you, in particular, the manner in which we have dealt with your Creditors and the information we have provided to you about our dealings on your behalf.

How to make a complaint
If you are unhappy with the service we have provided to you, you should in the first instance discuss the situation with your Initial Adviser or Personal Finance Manager. Should you be dissatisfied with the explanation he or she has provided to you then your complaint will be referred to the company’s Compliance Department. Written complaints should be addressed to the Compliance Department.

How we will action your complaint
The Compliance Department will consider the contents of your complaint. We may need to contact you for further information in order to better understand your position. We will conduct a full investigation into the points raised and discuss the details of your complaint with your Initial Adviser and/or Personal Finance Manager as appropriate. Once all information has been considered you will be contacted further to confirm whether the company accepts either completely or to some degree your complaint. Where applicable, you will be advised of what steps the company will take to put right the complaint and ensure that the same problem does not reoccur. It is the company’s objective to resolve a complaint satisfactorily within 10 working days although where more detailed investigation is required the process may take longer. You will be kept informed of the time scale that will be required for us to investigate your complaint.

Financial Ombudsman Service
If you are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service, details of which will be provided at that time.

Your Rights
We hope that you will accept the decision of our Compliance Department. If this should not be the case, you remain free at all times to seek an independent form of advice.

Industry regulation
We are a member of DEMSA, an organisation founded to monitor and maintain high standards in the Debt Management Industry. All members of DEMSA are bound by the terms and Code of Conduct established by DEMSA. DEMSA has laid down procedures for handling complaints and member companies are bound by their decisions. Any complaint must in the first instance be addressed to us, however, should the matter not be resolved to your satisfaction, provided that the dispute in question is covered by the Code of Conduct, you may refer to DEMSA. More information is provided overleaf.

DEMSA
This company is a member of DEMSA and subscribes to the DEMSA Code of Conduct.
DEMSA is an organisation founded to monitor and maintain high standards in the Debt Management Industry. All members of DEMSA are bound by the terms of the Code of Conduct established by DEMSA, which covers the following areas:

• Compliance with Statutory Regulations and OFT Debt Management Guidance
• Marketing, Advertising and Publicity
• Information to Consumers
• Contract Terms
• Client Accounts and Interests
• Dealings with Lenders
• Redress
• Failure of a Debt Management Company

How might DEMSA affect you?
If you have a complaint about the manner in which your Debt Management Company has handled your case you must, in the first instance, address your concerns to the company concerned. Should the matter not be resolved to your satisfaction, please refer the matter to DEMSA, provided that the dispute in question is covered by the Code of Conduct. DEMSA has a laid down procedure for handling such complaints and this includes the right of referral to the Financial Ombudsman Service where appropriate. Should you require a copy of the DEMSA Code of Conduct, please contact the General Secretary, DEMSA, West Point, Westland Square, Leeds LS11 5SS, or visit our website www.demsa.co.uk
Tel: 0113 277 7610,
Fax: 0113 277 3586.
e-mail: info@demsa.co.uk

Debt Managers Standards Association Limited A company limited by guarantee