Complaints Handling Procedure
How to Complain If you feel the level of service you receive has fallen below an acceptable standard you can contact us by:
• Telephoning – 0845 05 05 329
• Emailing – enquiries@getbackincontrol.co.uk
• Writing to – Managing Director – in Control Debt Solutions Ltd. First Floor, Block 2 The Courtyard, 48 New North Road, Exeter EX4 4EP
How long will it take to deal with your complaint? Where possible we aim to resolve your complaint by the end of the next working day following receipt of your complaint.
If you have made a detailed complaint and it is not possible for us to resolve it by the end of the next working day following receipt of your complaint, then within five working days of receipt, we will write to you to tell you who is dealing with your complaint. If we consider that your complaint would be more appropriately dealt with by another firm, for instance the lender, we will refer your complaint to that firm and provide you with their contact details.
The person dealing with your complaint will investigate the issues you raise and try to provide a final response to your complaint within four weeks. If it is not possible to provide you with a final response within four weeks, we will write to you again to let you know how your complaint is proceeding. We will endeavor to provide a final response to your complaint within eight weeks however, in the unlikely event the matter remains unresolved, we will write notifying you of the reasons for delay and informing you, where the complaint qualifies, of your right to refer any dissatisfaction to the Financial Ombudsman Service.
You may also register a complaint to our Trade Association, The Debt Resolution Forum
You can contact the DRF by; · Telephoning – 0161 905 8372 · Emailing – complaints@debtresolutionforum.org.uk · Writing to – Debt Resolution Forum, Third Floor, Nelson House, Timperley, Cheshire WA14 5BZ or by telephoning 0161 905 8372. 1. On receipt of a written complaint the DRF will contact the member requesting a reply be made directly to the complainant (and copied to the DRF). This should be sent to all parties within 10 working days. This process is included to ensure that the member’s own internal complaints process has been fully exhausted before an approach has been made to the DRF.
Once the complaint is received by the DRF they will acknowledge your complaint within 5 working days, either by email or by post.
2. Once the member’s response is received, the DRF Complaints Officer will review the response, contact the complainant/member and suggest remedial action (see 7 below) that seems necessary. The DRF will complete this process within 20 working days.
3. If it becomes clear that a complaint cannot be resolved reasonably as above, all parties to the complaint will be informed that the matter will be referred to the DRF Complaints Committee who will adjudicate on the complaint.
4. The DRF Complaints Committee has 5 members, 3 of whom are independent members not connected to any DRF member and includes the Chairman of the Complaints Committee and the DRF Board Complaints Officer. The other member is a nominee from the DRF Board. The Committee will consider the complaint on the basis of any written evidence before them and also hearing a complainant in person if the complainant so requests.
5. The Complaints Committee has the power to recommend, if they feel that it is justified, that the company:
· Apologises
· Remits, refunds or reduces any fees paid; or
· Pays compensation to clients or to all creditors involved in the case, pro-rata to their proportion of the debt owed by the client based strictly on an assessment of the actual loss incurred; or both; and/or
· It may make any other recommendation that it feels appropriate.
The Complaints Committee will consider each complaint as soon as is practical. The decision of the Complaints Committee will be communicated to both parties within 10 working days of the hearing and its decision will be final.
6. If any party to the complaint does not wish to be bound by the decision of the Board or does not accept its ruling then:
· In the case of a member, the DRF will institute such action as is appropriate, which may include expulsion in very serious circumstances.
· The complainant has the option to refer their complaint to the Financial Ombudsman Service or to seek independent legal redress against the DRF member. Members must make it clear to complainants that this option is open to them.
7. Customers and creditors are not obliged to use the DRF Complaints Service and may be referred direct to the Financial Ombudsman Service (FOS). DRF members should ensure they do not give any impression that complainants must use this process.
The DRF Complaints Policy © 2010
Financial Ombudsman Service If you are not happy with our final response you are entitled to complain to the Financial Ombudsman Service if your complaint meets the following criteria:-
The Financial Ombudsman offers a free and independent service where, subject to it meeting the qualifying criteria, they will look at your complaint, along with our response. The Financial Ombudsman Service will only consider your complaint after we have provided our final response. If you want the Financial Ombudsman Service to look into you complaint, you must contact them within six months from the date you received our final response.
You can find out more about the Financial Ombudsman Service on their website at
www.financial-ombudsman.org.uk
You can write to the Financial Ombudsman Service at:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone 0845 0801800
