Complaints Procedure

Our aim is to handle your complaint fairly, consistently and quickly, in particular ensuring that we understand the nature of your concerns and the redress you are seeking.

How to contact us

Post – Terrace Media Ltd t/a Debt Advice Centre, Suite 3, 2nd Floor, Didsbury House, 748-754 Wilmslow Road, Manchester, United Kingdom, M20 2DW

Telephone – 0161 532 4691

Email – info@debt-advice-centre.co.uk

Acknowledging your complaint

Complaints may be made in writing to the complaints officer, by e-mail, by telephone or any other method, in respect of a service that we have provided to you.

• We will send you a written or electronic acknowledgement of your complaint within 5 business days of original receipt, identifying the person who will be handling your complaint and where possible an indication of how long it will take to resolve your complaint. We will aim to resolve the complaint within 28 days of receipt.

Your complaint will be investigated and we normally aim to provide a full response within 28 days of receipt of the complaint. If we require more time to complete our investigations we will inform you and advise you of the reasons why more time is required.

Within 8 weeks of receiving a complaint we will send you either:

• Final response which adequately addresses the complaint; or

• A response which explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response.

Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress, which you accept. Appropriate redress will not always involve financial redress.

If you are not satisfied with our response then you can refer the case to our regulator (IPA). In the first instance, this should be done through the Insolvency Service Complaints Gateway. This is a Government department who are responsible for overseeing complaints against Insolvency Practitioners.

You can contact them by:

Phone – 0300 678 0015

Online – www.gov.uk/complain-about-insolvency-practitioner

Post – IP Complaints, Insolvency Service 3rd Floor 1 City Walk Leeds LS11 9DA

We are insured against acts of professional negligence via Hammond Professional Indemnity Consultants Limited, Somerset House, 37 Temple Street, Birmingham, B2. Cover provided £250,000 for any one claim.