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Complaints Handling Policy
Your Debt Advisor Limited is committed to providing excellent service to its clients. However, in the event that a client is dissatisfied with any aspect of the service they have received, a complaints procedure has been established to ensure that complaints are dealt with in a fair and timely manner.
Complaints Procedure
Complaints can be submitted verbally or in writing from clients, or other parties, in any of the following ways:
By telephone on 0161 660 2510. Lines are open between 9am and 7pm Monday to Thursday and 9am to 3pm on Fridays (excluding bank holidays). Calls are charged at standard rates for your phone provider.
By email to enquiries@yourdebtadvisor.co.uk
By writing to us at Your Debt Advisor Limited, Fortunata Building, Astor Road, Salford, M50 1BB.
When submitting a complaint include your name, contact details, client reference number, some details about your complaint and how we can help put things right.
How we deal with the complaint
We will try resolve the complaint within 3 working days of receipt, however if it is complicated it may take longer. Our aim is to fully resolve the complaint within 8 weeks.
If the complaint is not resolved within 3 working days, an acknowledgment will be issued within 5 working days confirming the complaint is being dealt with and providing contact details of the person responsible for handling it.
If the complaint is still being investigated 4 weeks after receipt, we will explain the reasons why more time is required to investigate the response and how long it will be before a final response can be provided (within a maximum of another 4 weeks).
Within 8 weeks of receiving the complaint, a final response to the complaint will be provided which details our findings and conclusions.
Your rights
You can seek independent advice.
At any time you can refer the complaint directly to The Insolvency Practitioners Association, the body that regulates our Insolvency Practitioner.
If you remain dissatisfied with the final response to the complaint, and have not already contacted The Insolvency Practitioners Association, you can contact the Insolvency Complaints Gateway which is operated by the Insolvency Service. You can do this in any of the following ways:
Complete the online complaints form on the Insolvency Service website https://www.insolvencydirect.bis.gov.uk/ExternalOnlineForms/InsolvencyPractitionerComplaint.aspx
Complete the online complaints form and post it to IP Complaints, Insolvency Service, 3rd Floor, 1 City Walk, Leeds, LS11 9DA
Contact the Insolvency Service Enquiry Line by email at insolvency.enquiryline@insolvency.gov.uk or telephone on 0300 6780015
Registered office: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
Your Debt Advisor Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ. Registered in England and Wales under Company Number: 15677038.
Adam Boys is authorised in the UK to act as an Insolvency Practitioner (IP number: 19512) by the Insolvency Practitioners Association. We provide insolvency solutions to individuals; specialising in Individual Voluntary Arrangements which comply to the IVA protocol.
We do not administer or provide advice solely relating to debt management products, such as Debt Management Plans. We do not currently offer advice relating to Scottish Insolvency Solutions such as Protected Trust Deeds, Debt Arrangement Schemes or Sequestration.
We only provide advice after completing or receiving an initial fact find where the individual(s) concerned meet the criteria for one of our insolvency solutions, therefore, all advice is given in reasonable contemplation of an insolvency appointment.
Where in any instance, providing debt advice to you would go beyond the scope of our professional regulatory permissions, we will refer you as appropriate, to our third party partner businesses who are authorised by the Financial Conduct Authority and/or are an Approved Intermediary and with whom we have in place contractual relationships for the purposes of providing any necessary or further formal debt advice that you may require. We may be paid an introductory fee for referring your case.