Complaints

We want to get things right, but if you’re unhappy with our service, please tell us so we can put it right.

This page is about complaints about us. If you want to complain about a bailiff, read our guide: How to complain about a bailiff.

How to complain

• Email: hello@howtostopthebailiffs.co.uk
• Post: Complaints, [Your Company Name] Ltd, [Registered office address]

Please tell us your name, how we can contact you, what went wrong and what you’d like us to do to put it right. If you need help making a complaint, or need us to communicate in a particular way, just let us know.

What happens next

1. We’ll acknowledge your complaint promptly, usually within 5 working days.
2. We’ll investigate fairly and keep you updated.
3. We’ll send you a final response in writing explaining what we found and what we’ll do. We aim to do this as soon as possible and no later than 8 weeks after receiving your complaint.

If you’re not happy with our response

If your complaint is about a regulated activity, and you’re not satisfied with our final response, or we haven’t sent one within 8 weeks, you may be able to refer it to the Financial Ombudsman Service free of charge. You must usually do this within 6 months of our final response.

• Website: financial-ombudsman.org.uk
• Phone: 0800 023 4567

Complaints about the debt advice firm

If your complaint is about the advice or service you received from the debt advice firm we introduced you to, please contact that firm directly using its complaints procedure. You can still tell us, and we’ll pass it on with your permission.

Complaints about your personal data

See our privacy policy. You can also complain to the Information Commissioner’s Office.