Complaints Policy

Insolvency Onboarding Limited T/A Compare Debt Solutions

Address:
Compare Debt Solutions
10 Payne Street
Glasgow, G4 0LF

Contact Information:
Email: setup@comparedebtsolutions.co.uk
Phone: 01706 404143

Company Details:
Compare Debt Solutions is a trading name of Insolvency Onboarding Limited.
Company Number: SC767165

Data Protection:
Insolvency Onboarding Limited is registered under the Data Protection Act 2018 with the Information Commissioner’s Office (ICO).
ICO Registration Number: ZB801133

Complaints Policy

1. Introduction

At Compare Debt Solutions, we are committed to providing our customers with the highest standards of service and assistance. However, we recognize that there may be occasions when our services do not meet your expectations. This Complaints Policy outlines the procedure for making a complaint and how it will be handled.

2. Scope

This policy applies to all customers of Insolvency Onboarding Limited T/A Compare Debt Solutions. Any reference to “we”, “our”, or “us” in this Complaints Procedure refers to.

3. Availability of Complaints Procedure

Our Complaints Procedure is available to every consumer upon request, published on our website, and included in a summary form in our customer documentation.

4. How to Make a Complaint

If you are unhappy with our services and wish to make a complaint, please follow the appropriate procedure outlined below:

a. Contact Us Directly

You can contact us using any of the following methods:

5. Dealing with Your Complaint

We take all complaints seriously and are committed to resolving them promptly and effectively. The process for handling your complaint is as follows:

a. Acknowledgement

Upon receiving your complaint, we will acknowledge it within 10 business days. This acknowledgement will confirm that we have received your complaint and outline the next steps in the process.

b. Investigation

We will conduct a thorough investigation into your complaint. This may involve reviewing relevant documentation, consulting with staff members, and gathering any additional information necessary to address your concerns.

c. Response

We aim to provide a final response to your complaint within 20 business days of receiving it. Our response will include:

d. Escalation

If you are not satisfied with our response, you may escalate your complaint to an independent third party. Details of external dispute resolution schemes are provided below.

6. External Dispute Resolution

If you are not satisfied with our final response, you have the right to refer your complaint to an independent dispute resolution body.

7. Monitoring and Review

We continuously monitor and review our complaints handling procedures to ensure they remain effective and compliant with regulatory standards. Feedback from complaints is used to improve our services and prevent similar issues from arising in the future.

8. Confidentiality

All complaints will be handled with the utmost confidentiality. Personal information will only be used for the purpose of addressing your complaint and will be protected in accordance with our Data Protection policies.

9. Contact Information

For any questions or further information regarding our Complaints Policy, please contact us at:

Compare Debt Solutions
10 Payne Street
Glasgow, G4 0LF
Email: setup@comparedebtsolutions.co.uk

10. Commitment to Improvement

At Compare Debt Solutions, we view complaints as an opportunity to improve our services. We are dedicated to resolving issues efficiently and ensuring that our customers receive the support and assistance they need.