Complaints Policy

We’re committed to providing a professional, supportive and confidential service to all those who seek our help. We aim to ‘get it right first time’ but we’re aware that mistakes can sometimes happen.

If you’re dissatisfied with the service you have received, we’re genuinely keen to hear from you. This will not only allow us to try to resolve your problem, it will also help us avoid it happening again.

How to complain

You can contact us by:

Telephone: 0121 410 6263
In writing: Money Advice Trust, 21 Garlick Hill, London EC4V 2AU
Online: cfs@moneyadvicetrust.org

Whichever way you do it, it is helpful if you can let us know:

What went wrong
When it happened
Who you dealt with
What you think we should do to make things right
Your full name, address and telephone number

A form accompanies this note which you may wish to use.

How we handle complaints

We operate a three stage internal complaints procedure. In the first instance, we’ll involve the adviser or member of staff to whom you first spoke. Of course, if you’re able to raise your concerns with them at the time the problem arises we usually find that it can be resolved most easily there and then.

If you’re not happy with our first response we will, if necessary, have your complaint looked at independently by up to two more senior people.

How long it will take

We will always try to resolve a problem at the time you raise it with us. If we do need to make further investigations we will give you a timescale on which we expect to contact you again. We would expect in nearly all cases to be able to do this within 10 working days. In the very unlikely event that we are not able to resolve matters to your satisfaction within 8 weeks from the time you first contact us we will issue a final response letter.

What to do if we can’t reach an agreement

In the unlikely event that you’re still unhappy with the outcome you may ask for your case to be looked at by an independent reviewer. You must contact them within six months of the date of our final response letter. We will advise you at the time but for most debt counselling cases this will be the Financial Ombudsman Service or, for all other matters, the Centre for Effective Dispute Resolution.

The details are:

Financial Ombudsman Service

Exchange Tower, London E14 9SR
Telephone: 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
Website for further details www.financial-ombudsman.org.uk

Centre for Effective Dispute Resolution

International Dispute Resolution Centre
70 Fleet Street, London EC4Y 1EU
Telephone: 020 7536 6000
Email: info@cedr.com
Website for further details www.cedr.com