Making a Complaint
The first steps-
If you're unhappy with the product or service Debtaid supply, get in touch with Debtaid and tell them about the problem.This gives Debtaid a chance to look into your complaint.
In most cases, Debtaid should be able to sort things out for you, answering your questions within 14 days or explaining why it would take any longer than this.
Here are some hints to help you complain effectively to Debtaid - and details of what to do next if you remain unhappy.
Complaining to Debtaid:
- Try to contact the person you originally dealt with. If they can't help, say you want to take matters further. Ask for details of the official complaints procedure and find out who will be handling the complaint.
- It's usually best to put your complaint in writing. If you phone, ask for the name of the person you speak to, keep a note of this, with the date and time of your call - and what was said. you may need to refer to this later.
- Try to stay calm and polite, however angry or upset you are, this will help you to explain your complaint as clearly and effectively as possible.
- If you are putting things in writting, write "complaint" at the top of your letter and make sure you include inportant details like your customer number or account number.
- Keep your letter short and to the point. Set out the facts clearly and in a logical order. Say why you are not happy and what you want Debaid to do about it. This will make it easier for them to look into the problem and sort things out.
- Enclose copies of any relevant paperwork that you believe backs up you case. Keep copies of letters between you and Debtaid, you may need to refer to them later.
What to do next-
If you're not happy with how Debtaid deals with you complaint, the Financial Services Ombudsman Service could help and should be contacted. Their telephone number is 0207 964 1000 or their complaint for can be filled in:
http://www.financial-ombudsman.org.uk/consumer/form/complaint_form.pdf
or a copy of this form can be requested from Debtaid.
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