Complaints

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1. The Debt Counsellors Trust Complaints Procedure

The Debt Counsellors Charitable Trust (TDC) are committed to giving you the highest standards of service and customer care. If a client or service provider does not think we have succeeded in achieving this we encourage their feedback to enable us to rectify any concerns and improves upon services.

2. Procedure

2.1 Complaints can initially be expressed verbally however a formal complaint will need to be confirmed in writing by the complainant.

2.2 Complaints need to be directed to our Chief Executive Officer and can be either emailed or posted to the following:

The Debt Counsellors Charitable Trust
Station House,
Stamford New Road,
Altrincham, Cheshire
WA14 1EP

Email: nick.pearson@thedebtcounsellors.org.uk

2.3 TDC staff are aware of the TDC complaints procedure and will guide complainants to the formal review process should that be appropriate.

2.4 Complainants are encouraged to provide details about themselves so that we can directly attempt to redress the potential problem, however anonymous complainants will be considered with equal value and will be used to make future service improvements where required.

2.5 Complainants are also encouraged to advise TDC in regards to what action they would like us to take to resolve their complaint.

2.6 Upon receipt of the formal complaint TDC will issue an acknowledgement within a time scale of 5 working days.

2.7 TDC aims to start investigation on the complaint upon receipt and aims to respond to the complainant within a time scale of 4 weeks. If TDC are unable to meet this time scale and update will still be sent to the complainant to ensure they are aware of the complaints progress.

2.8 TDC aims to send a final response within a time scale of 8 weeks of receiving the formal complaint. If TDC are unable to meet this time scale and update will still be sent to the complainant to ensure they are aware of the complaints progress.

2.9 If TDC take more than 8 weeks after receiving the complaint to reply to the complainant, or the complainant does not think the TDC outcome has resolved the complaint, TDC advises the complainant to take further action with the Financial Ombudsman Service (FOS) and provides details of how to do so.

2.10 TDC records all complaints on the clients file where possible and also within a central database. Actions and outcomes of these complaints are also recorded.

2.11 Any complaints to TDC will be reviewed and will be used to make future service improvements where required.

2.12 TDC will use GABRIEL (Gathering Better Regulatory Information Electronically) as required by the Financial Conduct Authority (FCA) to report on volumes of complaints.

2.13 Should complaints to TDC highlight any particular areas of concern/improvement, necessary remedial action will be taken.

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