UK Debt Helpline (“the Company”) always strive to provide a high standard of service. However, if you are unhappy for any reason, we would welcome your feedback and the opportunity to put things right. This policy explains how we will deal with any complaints we receive and outlines what you can do if your complaint is not resolved to your satisfaction.
If you are dissatisfied with any aspect of our service you can contact us by telephone or in writing:
AFA Insolvency Ltd
Universal Square, Devonshire Street North, Manchester, M12 6JH
Email: complaints@ukdebthelpline.co.uk
Complaints can be received by a customer, creditor or a third party representative.
To help us understand your concerns and investigate them as quickly as possible, you should provide your contact details, full details of your complaint, details of individuals that you have dealt with, how you believe that we can make it right and copies of any relevant paperwork.
Upon receipt, your complaint will be passed to a manager who will aim to resolve your concerns within three working days. If this is possible, we will write to you to confirm the outcome.
If we are unable to resolve the complaint within three working days, we will refer your complaint to our Complaints department who will acknowledge your complaint and provide details of the person who will be dealing with your complaint.
Additional information may be requested to assist in our investigations. Once our investigations have been completed, usually within 4 weeks, we will send you a letter to detail the investigation and findings. If we are unable to send a final response to your complaint within 4 weeks, we will write to you to explain why additional time is needed to investigate your complaint. A final response will be issued to you within 8 weeks of the initial complaint.
The final response letter will confirm the outcome of the complaint and outline any action that has or will take place to put things right.
Our Insolvency Practitioner, Michael Howorth, is authorised by the Insolvency Practitioners Association (“IPA”). The IPA’s aim is to promote and maintain a high standard throughout the insolvency industry. The IPA can be contacted on:
Insolvency Practitoners Association
Head of Regulation
Valiant House
4-10 Heneage Lane
London
EC31 5DQ
The IPA will investigate the conduct of the Insolvency Practitioner and cannot provide you with any financial redress or make decisions particular to your case. To complain about your Insolvency Practitioner, you can refer your complaint to the Insolvency Complaints Gateway at any time, or if you remain dissatisfied with our final response by: