1. How to make a complaint
Complaints are accepted by email:
Contact us about a complaint
When making your complaint, please include:
- Your full name and contact details
- The date you used our service (if known)
- A clear description of what went wrong and what outcome you are looking for
- Any relevant reference numbers or correspondence
2. What happens after you complain
Acknowledgement
We will send you a written acknowledgement of your complaint confirming we have received it and are looking into it.
Progress update
If we have not resolved your complaint within 4 weeks, we will write to you to explain why and let you know when we expect to reach a final decision.
Final response
We will send you a final written response. This will either uphold your complaint (and explain any steps we will take to put things right), or explain why we do not uphold it and what further options are open to you.
In most cases we aim to resolve complaints much faster than 8 weeks. We treat 8 weeks as the absolute maximum, in line with recognised good practice for complaint handling.
3. Escalating your complaint
The right escalation route depends on what your complaint is about:
- The advice or service provided by the regulated firm we referred you to — complain to that firm first. They must tell you their escalation route and who regulates them. If your complaint concerns a licensed insolvency practitioner, it can be escalated through the Insolvency Complaints Gateway: gov.uk/complain-about-insolvency-practitioner.
- Our advertising or marketing — you can complain to the Advertising Standards Authority (ASA): asa.org.uk.
- How we have handled your personal data — you can complain to the Information Commissioner's Office (ICO): ico.org.uk.
4. Complaints about the regulated firm
If your complaint relates to advice or services provided to you by the regulated firm we referred you to (rather than our own conduct), you should raise that complaint directly with that firm using their own complaints procedure.
If you remain unhappy with the firm's response, they will tell you how to escalate the matter to their regulator, as described above.
5. How we handle complaint records
We keep a record of all complaints received, including their nature and outcome. This forms part of our internal compliance monitoring and is used to identify and address any recurring issues with our service.
Complaint records are retained for a minimum of 5 years in line with regulatory good practice.
6. Questions about this procedure
If you have any questions about how we handle complaints, please contact us at complaints@debtflowpartners.co.uk.