Complaints Procedure

Debt Direct is committed to delivering a quality of service.

We are committed to treating all of our clients fairly and delivering quality service. If you feel that we haven’t lived up to this, for whatever reason, then we want to hear from you.

Step One: Making a Complaint

If you wish to make a complaint about the service or advice you have received from us please contact us with an outline of your concerns. We can be contacted as follows:

Debt Direct
24-26 Arcadia Avenue
London
N3 2JU

By e-mail: info @ debtdirect.com

Step Two: Acknowledging your Complaint

We will send you an acknowledgement of your complaint within five business days of receiving it. We will provide you with a copy of our complaints procedure.

We will always set out our understanding of your complaint, regardless of whether it was received in writing or verbally.

Step Three: Investigating your Complaint

Your complaint will be investigated by somebody experienced and who is not connected to your complaint. In this way we can complete a fair investigation.

We may ask you to submit copies of documentation to help us with our investigation.

Step Four: Keeping you Informed

If we have not been able to resolve your complaint within three weeks, we will write to you and let you know when we expect to complete our investigation.

Step Five: Resolving your Complaint

We will always aim to resolve your complaint within eight weeks of receiving it.

At the end of eight weeks we will write to you with the outcome of our investigation and advise you what to do if you are not satisfied.

Step Six: If you are still unsatisfied.

If we have not been able to complete our review of your complaint within the eight week period, we will write to you and let you know when we expect to have finished our investigation.

We will also provide you with details of your rights to refer the matter to the Financial Ombudsman Service (FOS). The FOS can be contacted as follows:

South Quay Plaza
183 Marsh Wall
London
E14 9SR.

Telephone@ 0845 080 1800 E-mail: enquiries@financial-ombudsman.org.uk

Give us 5 minutes and we'll give you:

Advice on all debt solutions that you may apply for
If your debt can be written off
Explain any interest or charges that can be frozen
Honest, no obligation advice

Some solutions, such as a Debt Management Plan or an Individual Voluntary Arrangement involve costs when the plan is set up. These costs are there to cover the expenses and work undertaken on your behalf. You will always be told clearly about any costs upfront. Other solutions, such as a Debt Relief Order or Bankruptcy incur costs which are payable to the Court.

Debt Direct is a trading name of Tatstar Limited. Tatstar holds a consumer credit license to offer debt counseling. Your enquiry will be passed to a selected third party who will contact you to discuss the most appropriate solution for your circumstances.