Dissolve Debt
Debt Advice since 2004
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Complaints Procedure

Complaints Procedure

For our Payment Protection Insurance complaints procedure please click here.

Your views are important to us!

Dissolve Debt is committed to respond promptly and fairly to any complaints or expressions of dissatisfaction from its customers.

Our aim is always to satisfactorily resolve any complaint at the earliest opportunity, so please help us by following the guidelines below.

We keep records of all complaints we receive. They provide us with valuable feedback, telling us how we can improve our services.

Your views are important, so please make them known to us.

Who should you complain to?

In the first instance, please address your complaint, in writing or by telephone, to your customer services contact.

You should already have their details in letters or documents that have been sent to you, but if not, please address your complaint to the Complaints Officer who can be contacted at the relevant business address or telephone number shown below:

Complaints Officer
Dissolve Debt Ltd
Paul House
Stockport Road
Timperley
Altrincham
WA15 7UQ

Telephone: 0800 0122 111
Fax: 0161 233 0107
Email: info@dissolvedebt.co.uk

What will we do next?

Our aim is to provide a satisfactory solution as speedily as possible. We will endeavour to sort out the problem there and then. In some cases further investigation may be required, in which case we will try to provide an answer by the end of the next working day following receipt of your complaint.

If this is not possible, we will send you a written acknowledgement within three working days of receipt. This will state the name of the person who is dealing with your complaint, their contact details and confirm our understanding of the nature of your concerns.

When will we contact you again?

We will either provide our final response to your complaint within ten working days of its receipt, or we will write to you to explain why we have not been able to do so and when we expect to make further contact.

If, after eight weeks we have still not provided a final response to your complaint, then we will write to you giving reasons for the delay and tell you when we expect to be able to provide a final response. If you are able to refer your complaint to the Financial Ombudsman Service, then we will explain the process and provide you with the necessary details. Alternatively you may still choose to wait until we are in a position to provide our final response.

What do we mean by final response?

Our final response will detail the results of our investigation into your complaint and will explain whether it has been accepted or rejected. In both cases we will explain the reasons for our decision. Where it is appropriate, we may make an offer of redress taking into account the individual circumstances of each case investigated. This will not always involve financial redress and may simply involve an apology. Our aim is to treat all customers consistently and fairly.

What happens if you remain dissatisfied?

If you believe that your complaint has not been fairly or effectively dealt with, you may refer the complaint to the Financial Ombudsman Service. This is the independent service for settling disputes between businesses providing financial services and their customers. You can find them on the web at: www.financial-ombudsman.org.uk

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4 567 (calls to this number are normally free for people ringing from a “fixed line” phone – but charges may apply if you call from a mobile phone)
Email: complaint.info@financial-ombudsman.org.uk

At any time…

Dissolve Debt are members of the Debt Resolution Forum (“DRF”), a trade body whose members are committed to high standards. DRF has its own complaints procedure administered by an independent committee composed of experts from both inside and outside the debt industry. If you are not satisfied with our decision on your complaint you are welcome to have it considered by the DRF. For more information, please consult the DRF’s website: www.debtresolutionforum.org.uk/complaints-procedure