You are invited to discuss your complaint with the individual whom you have been dealing or with their immediate department manager in an effort to resolve the issue.
Where should I send my complaint?
Should you not wish to discuss with them or you continue to be dissatisfied you are invited to write to us at the following address: -
FAO: Charlie Nash & Conor Duffy
National Debt Relief
35 Templemore Business Park
What should I include in my complaint?
Please ensure that the following details are included in your complaint: -
What will happen next?
We will provide you with a written acknowledgement within five working days of receipt.
Your complaint will be reviewed by the Department Manager and a Senior Manager who will provide you with a written response within a further fourteen days.
During these fourteen days the Department Manager and Senior Manager will be ascertaining the background facts as quickly as possible. They may need to contact you to seek additional information as required.
In the event that the Department Manager requires more time to fully investigate the complaint they will inform you in writing of a reasonable timetable for response along with reasons for the delay.
Once this has been completed they will provide a reply which will include conclusions of their investigations. It will also include full and clear explanations of the reasons for the conclusions that have been made. The Department Manager will also detail any legislation which is specific to your case to ensure that it is made clear why a particular procedure is required which may have been the cause for complaint in the first instance.
Should the investigations conclude that an error has been made the Senior Manager and /or Department Manager will rectify the error promptly and offer an apology for the error.
What if I am not satisfied with the initial response?
If you are not satisfied with the initial response to your complaint, you should write to the: -
The Senior Manager
The Senior Manager will then conduct a review of the complaint with the assistance of another Senior Manager/ Director of the company.
He will investigate the complaint and review all documentation relating to the complaint provided by you and used by the original Senior Manager/ Department Manager to formulate the response previously provided.
The Senior Manager will provide a response to your complaint within a further fourteen days with his findings.
If you are still not satisfied the last thing you can do is contact the Financial Ombudsman Service.
If you have not received a final response letter from us within 8 weeks of the complaint date, or you are dissatisfied with the decisions in our final response letter, you can write to or call The Financial Ombudsman Service: -
Telephone: 0800 023 4 567 (8am to 8pm. Mon - Fri)
You can get free debt advice from the Money Advice Service – an organisation set up by the Government to offer free and impartial advice to those in debt. Click here for more information.
We are happy to provide you with debt advice only. We only charge a fee if you opt for one of our debt solutions. Fees will depend on which debt solution we provide and what your personal circumstances are. All fees will be discussed prior to commencement of any service or debt repayment plan.
Please note: From time to time we may refer you to other services providers or charities such as the CAB.
I will be forever grateful to National Debt Relief for getting my life back. I would recommend this company to anyone that is in bother. Call them and they will do all they can to help you.
If you have any questions about your problem debts you can have an online chat with one of our expert debt advisors.
You can chat to us via your computer or mobile device 6 days a week from 8am - 8pm, Mon - Sat