UK Debt Expert Limited believes in delivering leading financial solutions, giving our customers discreet advice and assistance in all financial matters. It is important to us that they receive a high level of customer service but we are aware sometimes things can go wrong, and if they do we will address any issues raised as soon as possible. When this happens please contact us and let us know and we will ensure that we fully investigate your complaint and do everything we can to put things right for you. We will keep you up to date as matters progress and you are free to contact us at any time if you have any questions. Whichever way you contact us we will start investigating straight away. If you require any additional help for any reason in order to make a complaint please let us know and we will do what we can to offer assistance with any language or literacy issues. If you are a vulnerable customer or the friend, family member or carer of a vulnerable customer, we can refer you to a list of useful organisations that provide specialist help and assistance.
How to complainWritten Complaints: Complaints, UK Debt Expert, Regent House, 5th Floor, 76 Renfield Street, Glasgow, G2 1NQ. Telephone Complaints: 0800 043 1320 Electronic Complaints: firstname.lastname@example.org
How UK Debt Expert Limited will deal with your complaintWherever possible we aim to resolve all of your concerns by the end of the third working day of receipt. If we are unable to do so, we will formally acknowledge your complaint in writing within five business days of receipt to let you know that the complaint is being dealt with and provide the contact details of the person dealing with it. We will then aim to resolve your complaint as soon as we can and we will keep you updated on progress until it is resolved. If at any time you are not happy with our progress, please contact us to raise your concern. Within 4 weeks if we are still investigating your complaint We will either explain why we require more time to investigate and indicate when you can expect a full and final response (this will be within a maximum of a further 4 weeks) – or you will receive a final response with our findings and, any compensation we have concluded is payable to you (if appropriate). Within 8 weeks of us receiving your complaint When we have completed our investigation we will send you a final response letter. This letter will detail the investigation and the findings. The letter will also confirm our conclusions, whether we have upheld, partially upheld or not upheld your complaint and explain any action we are taking, or have taken to correct the problem that led you to complain and detail any redress that may be due.
What information we needTo assist us in dealing with your complaint please provide the following:
- The facts of your complaint (in the order of events) including the date and time the problem arose
- Which member(s) of staff you dealt with.
- Your full name, address, contact details and any customer reference numbers to allow us to locate and review your case files.
- How we can make things right.