Complaints Procedure

Please read this notice carefully as it sets out details of the complaints procedure which we operate in order to try to resolve complaints which you may have with regard to the services that we provide to you. This complaints procedure is aimed at resolving complaints quickly and satisfactorily and further improving the quality of our service. We value any feedback you may give us concerning complaints you may have, however small you may regard them. We are here as a company to make your life and the life of each and every client easier. A small complaint which you may bring to our attention may well help us make a significant improvement in the way we deal with all our clients.

What our complaints procedure covers
Our complaints procedure covers any complaints which you may wish to make with regard to the services which we have provided to you, in particular, but by no means limited to, the manner in which we have dealt with your Creditors and the information we have provided to you about our dealings on your behalf.

How to make a complaint
If you wish to make a complaint regards any aspect of our dealings, you should in the first instance discuss the situation with your Client Liaison Officer / Manager. Following this discussion should you remain un-satisfied with the explanation he or she has provided to you then your complaint will be referred on by your Client Liaison Officer / Manager to the company's Compliance Department. Written complaints should be addressed to the Compliance Department.

How we will action your complaint
The Compliance Department will consider the contents of your complaint. We may need to contact you for further information in order to better understand your position. We will conduct a full investigation into the points raised and discuss the details of your complaint with your Client Liaison Officer / Manager as appropriate. Once all information has been considered you will be contacted further to confirm whether the company accepts either completely or to some degree your complaint. Where applicable, you will be advised of what steps the company will take to put right the complaint and ensure that the same problem does not reoccur. It is the company's objective to respond to a complaint within 10 working days. You will be kept informed of the time scale that will be required for us to fully investigate and resolve your complaint. We will aim to resolve your complaint within a maximum eight weeks of first receiving it in writing. Only in exceptional circumstances will we not do so and we will inform you of those circumstances in writing. If you believe the delay is unnecessary, you can take your complaint to the Financial Ombudsman Service and we will give you the information necessary to do so.

Industry regulation
We are a member of DRF, an organisation founded to monitor and maintain high standards in the Debt Management Industry. All members of DRF are bound by the terms established by DRF. DRF has laid down procedures for handling complaints and member companies are bound by their decisions. Any complaint must in the first instance be addressed to us, however, should the matter not be resolved to your satisfaction, you may refer it to DRF, details of which will be provided at that time.

Financial Ombudsman Service
If you are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service, details of which will be provided at that time. Your Rights We hope that you will accept the decision of our Compliance Department. If this should not be the case, you remain free at all times to seek an independent form of advice.

Privacy Policy:

Please read this privacy statement carefully, as once you use the DebtStopDirect Ltd web site you will be deemed to have read and accepted this statement.

What personal information is collected via the web site?

We will only collect personal information about you, given by you, when you complete a contact form requesting us to contact you. The personal information collected includes: your name, telephone number, home address and email address. Please note that for your protection, telephone calls may be recorded and monitored.

What happens to the information provided/collected?

We may use the information you provide to contact you, for product administration and for customer research. The information you provide through this web site may be used by DebtStopDirect Ltd to provide you with information, including by email and mobile telephone, about their and other companies' products and services that may be of interest to you.

Where we use your personal information to tell you about other products and services we will give you the opportunity to inform us that you do not wish your details to be used in this way. DebtStopDirect Ltd would like to pass your details on to other carefully selected companies so that they can send you information, including by email and mobile telephone, about their products and services.We may also use disclose information to the extent required by law, court order, as requested by other government law enforcement authority, or to enforce legal rights . Except as described above we will not pass your personal information to third parties without your consent.

What information do we share?

There are times when we may required to share the information we learn from you with other parties. We do not sell or rent this information to others, but will send personally identifiable information about you to other companies or people in the following situations:-

Compliance with law

We will release personal information where we are required to do so by law or by any regulations and other rules (including professional and auditing requirements) to which we are subject.

Privacy Policy Cont...

Consent

Other than in the above situations you will receive notice from us when your personal information might go to third parties and you will have the opportunity to decide not to share that information.

Safeguarding your personally identifiable information

We will only collect personally identifiable information to the extent deemed reasonably necessary to serve our legitimate business purposes, and we will maintain appropriate safeguards to ensure the security, integrity and privacy of the information you have provided .

Monitoring

We may monitor or record telephone calls for security purposes and to improve the quality of services that we provide to you.

Changes to this privacy policy

We aim to meet high standards and our policies and procedures are, therefore, constantly under review. From time to time we may change our security and privacy policies. Accordingly we recommend that you check this page periodically in order to review our current polices.

Updating and correcting information

You may correct your personal information by emailing us at data.protection@debtstopdirect.co.uk or by post. Please include your full name address and client ID number when you contact us as this helps us ensure that we accept amendments only from the correct person. We encourage you to promptly update your personal information if it changes.

How to Contact Us

If you would like any further information or have any comments about or privacy policy or any other aspect of our website or service, please contact our Data Protection Officer by any of the methods shown below:

Telephone: 01270 527 524

Email: data.protection@debtstopdirect.co.uk

Mail: Data Protection Officer
Debt Stop Direct Limited
Suite 19
Edwin Foden Business Centre
Moss Lane
Sandbach
Cheshire
CW11 3AE
Fax: 01270 527 597