Our Complaints Procedure
National-debt-advice will always aim to resolve your complaint as soon as possible. If we are unable to resolve the complaint on the spot, or by the end of the next working day, we will send you a prompt written acknowledgement of the complaint. This will confirm that it has been received and is being dealt with and adheres to the Financial Ombudsman Service guidelines.
Within 5 Days, You Will Receive An acknowledgement letter to let you know that your complaint has been received and is being dealt with.
Within 28 days, You Will Receive If the complaint is still being investigated within 28 days we will issue a further response to let you know what is happening. This letter will detail either; The reason why more time is required to investigate your complaint. or The final response from us. This will include the findings from our investigation and details of any compensation where appropriate.
Within 8 Weeks, You Will Receive Within 8 weeks of receiving your complaint we are obliged to have fully investigated it and provide you our Final Response which will outline the details of our findings, and details of any compensation that we think you are entitled to. Hopefully this final response will be mutually satisfactory. If you are not satisfied with our final response you can refer the matter to the Financial Ombudsman Service at any time within 6 months. With all final responses, a copy of the Financial Ombudsman Service leaflet “Your complaint and the ombudsman” is also issued to the complainant.
If you have not received a final response letter from us within 8 weeks of the complaint date (stage 1) or you are dissatisfied with the decisions in our final response letter, you can:
The Financial Ombudsman.
Telephone:0800 804 7540