Complaints Policy
Our Complaints Policy
Our complaints procedure makes provision for;
- complaints to be investigated by an employee of sufficient competence who, where appropriate, was not directly involved in the matter which is the subject of the complaint;
- the person charged with responding to complaints has the authority to settle complaints (including the offer of redress where appropriate);
- responses to any complaint will address adequately the subject matter of the complaint and where a complaint is upheld to offer appropriate redress
FH Debt Solutions will consider any complaint from any quarter and respond in an appropriate manner.
Written Complaints
Should be sent to Scott Yates at
- The FH Debt Solutions Ltd, Venture Point, Towers Business Park, Rugeley, Staffordshire, WS15 1UZ
or - Faxed to FH Debt Solutions Ltd on 0845 363 2008
or - Emailed to Scott Yates, info@fhdebtsolutions.co.uk
Verbal Complaints
You should ask to speak to Scott Yates
- By attending the offices above during office hours
- Telephoning 0845 3632002 during office hours
Responding to Complaints
On receipt of any complaint, we will:
(1) send you a prompt written acknowledgement (within 5 business days) providing early reassurance that we have received the complaint and are dealing with it;
(2) ensure you are kept regularly informed thereafter of the progress of the measures being taken for the complaint's resolution.
Final or other response within eight weeks
The firm will, by the end of eight weeks after receipt of the complaint, send to you:
- a final written response;
or - a written response which:
(a) explains why we are not in a position to make a final response and indicates when we expect to be able to provide one;
(b) informs that you may now refer the complaint to the Financial Ombudsman Service; we will encloses a copy of the Financial Ombudsman Service standard explanatory leaflet.
Please note: You are only entitled to refer your complaint to the Financial Ombudsman Service under the following circumstances:
- if you are not satisfied with our final response or
- eight weeks has elapsed since you made your complaint and we have not given you our final response
