Complaints Procedure

At Debt Bridge, we take feedback seriously, and we want to put things right as quickly as possible if we’ve fallen short. Whether you’d like to raise a concern verbally or in writing, here’s exactly how we’ll handle it.

1. Acknowledging Your Complaint

Once we receive your complaint, we’ll send you a written or electronic acknowledgement within 5 business days. This will include the name and job title of the person handling your case, along with a copy of this complaints procedure.

Your complaint will be looked into properly by someone with the authority to resolve it — and wherever possible, by someone who wasn’t directly involved in the issue you’re raising.

2. Our Response

Within 8 weeks of receiving your complaint, we’ll get back to you with one of the following:

• A final response addressing your complaint in full. If we uphold your complaint, we’ll also set out how we intend to put things right.
• Or, if we’re not yet able to give a final response, we’ll explain why, let you know when to expect one, and confirm your right to refer the matter to the Financial Ombudsman Service in the meantime.

If You’re Still Not Satisfied

If our response hasn’t fully addressed your concerns, get back in touch with your complaint handler and let them know specifically what’s still unresolved. They’ll only be able to look again at points that weren’t already covered in our final response. If we don’t hear from you within 14 days of sending our final response, we’ll take it that the matter has been resolved.

Referring Your Complaint to the Financial Ombudsman Service

If you’re unhappy with our final response, or if we haven’t provided one within 8 weeks of your original complaint, you can refer the matter to the Financial Ombudsman Service, free of charge, within 6 months of the date of our final response. The Ombudsman will generally only look into complaints that have already been through our internal process first.

You can find out more at www.financial-ombudsman.org.uk.

By post: Financial Ombudsman Service Exchange Tower London E14 9SR

By phone: 0800 023 4567 By email: complaint.info@financial-ombudsman.org.uk

How to Raise a Complaint With Us Directly

If you’d like to raise a complaint with Debt Bridge, you can reach us here:

Email: ds@debtbridgesolutions.co.uk
Post: [Registered Office Address]
Phone: [Insert phone number]