Debt Advisory Line are committed to providing products and services of the highest standards. That's why we really value your feedback. Letting us know when you are not happy with our service gives us the opportunity to put matters right for you and improve our services for everybody.

We will always do our best to respond as quickly as possible. In each case, we will listen to you and put matters right if we can.

Our complaints process

Please follow our complaints procedure to help us resolve your complaint as quickly as possible.

Giving us details of your complaint

If you want to complain, please provide the following details.

• Your name and address
• Your Debt Advisory Line reference number
• Your daytime phone number
• A clear description of your complaint or concerns
• Details of how you would like us to rectify the situation

What we will do

We will do our best to sort out your complaint immediately. Sometimes it may take longer to fully investigate. If this happens we will do the following.

• Your complaint will be acknowledged in writing within 5 working days of receipt.
• Keep you updated with our progress.
• We aim to resolve complaints within 4 weeks. If we are not able to do so, we will always write to you explaining what is happening and when we expect to sort out your complaint.
• Once an assessment and full investigation of your concerns have been made, we will send you a final response letter within eight weeks.

How to contact us

Post:
Complaints
Debt Advisory Line
1C Riparian Way
The Crossings Business Park
Cross Hills
BD20 7AA
Phone: 0844 856 6317

Email: customer.relations@debtadvisoryline.co.uk

If you e-mail us, we usually reply to you by e-mail. However, if we need to refer to confidential information or enclose copies of important documents, we may contact you by post instead.

What to do if you are dissatisfied with our response

If you still remain dissatisfied with our final response or eight weeks have passed since you first let us know about your concerns, you can ask Financial Ombudsman Service to review your complaint. The Financial Ombudsman Service provides a free independent service for customers to solve disputes with financial firms.

The Financial Ombudsman Service will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.

How to contact the Financial Ombudsman Service

Post: Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Phone: 0845 080 1800
Website: www.financial-ombudsman.org.uk

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.

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