It is our aim to provide a very high standard of service to every customer. If you are unhappy, for any reason, with the service we provide to you we would welcome your feedback and the opportunity to put things right. It is important to us that all complaints are resolved as quickly as possible to the complete satisfaction of our customers, and that we learn from any complaints to further improve the quality of our service.
What to do if you have a complaint
If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by telephone or in writing.
To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance discuss the situation with one of our team managers. It will help us to deal with your complaint quickly if you can provide the following information:
- your full name and address and a daytime contact telephone number.
- full details of your complaint.
- details of what you would like us to do to put things right.
All complaints can be sent to the following address:
- National Debt Help Limited
- Grosvenor House,
- St Thomas’s Place,
- SK1 3TZ
We will try to resolve your complaint within five working days of receipt. If this is achieved we will write to you, by email or letter as appropriate, to confirm that your complaint has been resolved and to explain your next steps. If we are unable to resolve your complaint within this timescale we will acknowledge your complaint in writing within five working days and provide details of the person who will be dealing with your complaint.
We may ask you for further information to allow us to better understand your concerns. Once we have completed our investigation we will tell you our findings and, if appropriate, how we will put things right.
If we are unable to send an initial final response to your complaint within 14 days of receipt we will write to you or telephone you explaining why we have not yet resolved the complaint and indicating when we will contact you further. If your complaint is particularly complicated, we will keep you informed of the progress of our investigations.
If we are unable to provide an initial final response within four weeks, we will confirm this in writing and provide a timescale within which you can expect an initial final response.
If you are not satisfied with our initial final response, you should write with your further concerns to Jonathan Gribble at the same office. He will investigate your complaint, and the initial final response, and provide a final response within 15 working days.
In the unlikely event that you are still not satisfied with the response you should then contact the Insolvency Service at The Insolvency Service, IP Complaints, 3rd Floor, 1 City Walk, Leeds, LS11 9DA or via their website https://www.gov.uk/complain-about-insolvency-practitioner who will investigate the matter. For any queries regarding submitting your complaint to the Insolvency Service, please email them at email@example.com. There is a contact number 0300 678 0015, however, this is currently suspended indefinitely due to Covid-19.
Our Insolvency Practitioner (IP) is personally licensed by Institute of Chartered Accountants in England & Wales (“ICAEW”). The ICAEW can be contacted at the following address:
- Institute of Chartered Accountants in England and Wales
- Chartered Accountants’ Hall,
- Moorgate Place,
- EC2R 6EA
Please note, all complaints should be referred to National Debt Help Ltd, and the Insolvency Practitioner in the first instance, and if you are not satisfied with the final report, the complaint should then be submitted through the Insolvency Service IP Complaints
Gateway, as detailed above. Although you are free to submit complaints to the ICAEW directly, the ICAEW may direct you to submit the complaint through the Insolvency Service Gateway before they are able to consider it, which may result in a delay in dealing with your complaint.