Terms and Conditions
BUSINESS CONDITIONS FOR OUR DEBT CONSOLIDATION PROGRAMME
It is our aim that your decision to use Debt Stop Direct Limited proves to be one of the most valuable decisions you ever make in striving to gain control of your finances. It is this that is at the forefront of our mind when we outline our terms of business (TOB) of the agreement we have with yourself. The following text details the full terms of this agreement. Most importantly we believe we have made these TOB as transparent as possible, so as it is as easy as possible for you to make yourself fully aware of how the programme will operate. However if any part of these TOB raises any doubt or question in your mind please don’t hesitate to contact us via any of the methods detailed in Section 2. These TOB form the core of our relationship with you so please read them carefully.
IMPORTANT NOTE:
These TOB apply to all Debt Stop Direct Limited clients and explain our obligations to you and yours to us. They may be added to or amended at any point in the future. Any changes that are deemed necessary will be brought to your attention prior to there implementation.
Contents:
Section 1 - Definition of terms
Section 2 - Contact Details
Section 3 - Opening Hours
Section 4 - Appointment and Term
Section 5 - What we will do
Section 6 - What you will do
Section 7 - What we Won’t do
Section 8 - Managing your money
Section 9 - How you may end this agreement
Section 10 - How we may end this agreement
Section 11 - Effect of ending the agreement
Section 12 - Privacy Policy
Section 13 - Other Terms
SECTION 1 - DEFINITION OF TERMS
"DSD" means Debt Stop Direct Ltd.
"Agreement" means the agreement made between You and Us made mainly on these TOB.
"TOB" means Terms of Business
"Cleared Funds" - any monies paid by you to us and which has not been returned unpaid within a) 4 working days for bank giro credits, standing orders, direct debits, Point of Sale Transfers and other electronic transfer methods. Or b) 7 working days for cheque's. Please request more information via your client liaison officer if you wish to make a payment via any other method and would like information regarding clearance time.
"Client Authority Form" relates to the form we ask you to sign to give us authority to contact your creditors on your behalf. This form has multiple boxes for you to sign. The reason for these multiple boxes is that on very rare occasions certain creditors will ask for original forms to be sent off and by supplying multiple signatures this gives us the capacity to do this.
"Us" or "we" means DSD or anyone to whom we transfer our obligations under this agreement
"You" means the person / persons named on either the payment programme or the client authority form.
SECTION 2 - CONTACT DETAILS
DSD Company Registration Number - 5324920
DSD OFT License Number - 565979
DSD Registered Office :
Suite 16, 19, Edwin Foden Business Centre
Moss Lane
Sandbach
Cheshire
CW11 3AE
Telephone - 0800 634 3058
Email - customerservices@debtstopdirect.co.uk
Fax - 01270 527 597
We are available for contact via any of the above means and available during the opening hours detailed in Section 2 of this document. We will always endeavour to respond to any query within 3 working days, but in certain circumstances this period of response may extend beyond this.
SECTION 3 - OPENING HOURS:
Monday to Thursday - 09:00hrs to 19:30hrs
Friday - 09:00hrs to 17:00hrs
Saturday - 09:00hrs to 13:00hrs
Sunday - CLOSED
During some exceptional circumstances and in the best interest of maximizing the potential of your programme, staff here at DSD may seek to contact you outside of these standard hours. In these circumstances you may be contacted up to 21:00hrs Monday to Saturday but only if we believe that contact is urgent and in your own best interests.
SECTION 4 - APPOINTMENT AND TERM
You appoint us and we agree to act on your behalf, as financial advisors and debt adjusters and to provide the services. This Agreement will start when you confirm your acceptance of these Terms of Business either by telephone or by returning the signed Client Authority Form or if earlier, the day when we receive the Initial Fee from you in cleared funds. This agreement will continue for the term, unless ended earlier by You as set out in Section 9 of this agreement, or by us as set out in Section 10.
You have a right to cancel our agreement at any time during the first seven working days of the Term. "Days" here excludes Sundays and public holidays. You can do this by writing in to us at our registered office (detailed in Section 2) or via email to the address detailed in Section 2. We will refund to you any Fees already paid to us that are cleared funds. We aim to have these funds returned to you within 7 working days, however there may be instances whereby this period is extended in which case any funds should be returned within a maximum of 28 days.
SECTION 5 - WHAT WE WILL DO:
Based upon information provided by you to us, we will review your income, outgoings and living expenses and calculate a monthly payment which we believe you can afford.
Once the Agreement starts we will notify your creditors of our involvement and will attempt to agree with them revised payment terms on your behalf. We will in particular attempt to persuade your creditors, where appropriate, to accept reduced monthly repayments from you, not to charge interest and to either suspend or withdraw any recovery, or similar, proceedings, which they may already have taken against you or may have threatened to bring against you. We will endeavour to provide as much assistance to you as we can based on our expertise and experience of dealing with creditors.
If your circumstances change and you are unable to meet the payments set out in the payment programme, we shall attempt to re-negotiate with your creditors and arrange with you a revised payment programme. We will in any event periodically review your situation, normally every twelve months or earlier if your creditors insist, and we will prepare and issue a revised payment programme with you and your creditors if this is appropriate.
We shall provide to you each month a statement listing your creditors, the status of any negotiations with them, the monthly repayments made to them that month and the fees which we have charged you.
We shall keep you informed of all material communications from your creditors to us appropriately and promptly.
SECTION 6 - WHAT YOU WILL DO
You agree that: You must provide us with full, accurate and truthful details of your net income, outgoings, creditors and dependants and you must also provide us with details of any outstanding judgments against you or any actual or threatened court proceedings.
You must make the agreed Monthly Payments to us in accordance with the Payment Programme You must allow us to negotiate on your behalf with your Creditors.
You must send us originals or copies of all correspondence you receive from your creditors so that we can deal with them on your behalf. Your correspondence will be scanned and sorted by us as an electronic image and the original paperwork destroyed. You must not ignore any correspondence either written or verbal from either your creditors or those acting on behalf of your creditor. The sooner you inform us of any correspondence received the sooner we can act on your behalf to address it.
During the term you must not make any payments directly to your Creditors unless you have notified us in advance that you propose to do so and we have agreed that such payment can be made.
You must tell us if your circumstances change so that if you are or may become unable to maintain the level of monthly payments or if there has been an improvement in your circumstances so that you are able to increase your level of Monthly Payments.
SECTION 7 - WHAT WE WONT DO
Unfortunately there are certain things that we cannot do relating to your finances these include the following:
We can not lend you money or offer any form of credit facility
We will not usually provide the services in relation to secured credit
We are not solicitors and cannot give you any legal advice
We will always attempt to agree revised payment terms with your creditors, however your creditors are not legally obliged to stop any interest or charges and as such we cannot guarantee this. Nor can we stop any current or prevent any future recovery proceeding against you if they insist on doing this. We can not guarantee entering this agreement will have no effect on your credit file. Indeed there is likely to be a negative effect on your ability to gain short term lending and also a possibility this will extend into effecting both medium and long term lending
SECTION 8 - MANAGING YOUR MONEY
On receipt of your first payment you will be assigned a Customer Care Manager (CCM), who will be responsible for your case until you have completed your third monthly payment. During this period your CCM will ensure that your consolidation program gets off to the best possible start, by working closely with both yourself and your creditors. After the third month you will be assigned a Client Liaison Manager (CLO) who will continue to ensure that your consolidation program runs smoothly for its duration.
Your first 2 payments will be paid to us on the dates agreed with your Advisor. These payments will be used as our set up fee. If you continue to pay the monthly payments promptly for the full duration of the Payment Programme, at our discretion we will use a sum equal to the value of those 2 initial payments as the final installment of your programme, as a gesture of goodwill by ourselves. However should you fail to complete the programme for whatever reason, including early full & final settlement of your debts, no contribution will be made by DSD.
It is important to note this gesture of goodwill is solely at our discretion and is very much dependant on the smooth running of your plan throughout its duration. Late payments, poor communication and misleading information will all be considered in making this decision. The decision of DSD is final in this instance.
All monies paid to DSD will be subject to our fee structure as detailed below. Any monies that are due to be paid out to your creditors will be held in a separate account, solely used for this purpose, and is an account not useable by DSD for purposes of its own business. All monies that are paid out will be done so within 5 working days
Each month we will charge you 17.5% of the agreed payment amount with a minimum of £30.00 (All fees are VAT exempt).
Every 12 months after the start of your Debt Management Plan (DMP) we will conduct an annual review on your file. Our aim is to completely review your financial situation, which will include obtaining current balances on your debts, and providing you with a revised estimated duration of the plan. We will also contact your creditors to make sure the information we hold is up to date.
During the review, we will attempt to identify ways in which you may be able to pay off your debts quicker and assess any change in your circumstances. All this information will be provided to you in the form of a letter, showing current balances, new monthly payments and a revised date when the plan will finish. In the month that we conduct your Annual review the monthly management fee that we take for that month will be increased by £45 as an annual review fee.
The monthly amount that you pay into your DMP will not be affected, but the amount that gets paid to your creditors will do. This will only affect the plan in the month the annual review takes place.
If we negotiate a full and final settlement on your behalf we will take a fee of 17.5% of the saving that is made.
SECTION 9 - HOW YOU MAY END THIS AGREEMENT
Should you decide that you wish to end the programme, you have the right to cancel our agreement within the first 7 working days of the term, giving us notice in writing. We will then refund to you your initial fee. You may also cancel the agreement at any point throughout the term, giving us 1 weeks written notification, in this instance we reserve the right to retain the initial fee(s).
If you wish to cancel your programme after the monthly payment to your creditors has been made, we will be unable to refund any monies, the programme will be cancelled prior to the next due payment date. Should you cancel the programme whilst we are still in possession of any monies in your account that have not been forwarded to your creditors as payment. The payment will be returned to you, however will be subject to deductions in the form of our net costs for doing so.
Should we receive notice of cancellation by you our authority as your agent will be rescinded, and your creditors may revert back to the original terms and conditions of your arrangement with them.
SECTION 10 - HOW WE MAY END THIS AGREEMENT
We may end this Agreement at any time by giving you two weeks prior written notice if any of the following happens:
(a) You fail to make two successive Monthly Payments; or
(b) You are otherwise in serious breach of the Agreement or have persistently committed a series of minor breaches (even if any one individual breach would not necessarily be regarded as a serious breach on its own) ; or
(c) You become bankrupt, file a bankruptcy petition, make an arrangement or composition with your Creditors generally, or make an application to a court of competent jurisdiction for protection from your creditors generally.
SECTION 11 - EFFECT OF ENDING THIS AGREEMENT
When the Agreement ends:
(a) our duties and obligations under this Agreement will come to an end;
(b) your liability to your Creditors will continue to the extent that any amounts you owe to your creditors remain outstanding over and above the repayments made to them under the Payment Programme; and
(c) We will send you copies of all paperwork received from you or your creditors that has been retained by us as a scanned image.
SECTION 12 - 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.
SECTION 13 - REFUND POLICY
A request for a refund must be submitted to Debt Stop Direct Ltd within 7 working days of making the payment. Each request must be accompanied by a detailed and grounded reason as to why you have applied for a refund.
Debt Stop Direct Ltd reserves the right to modify this Refund Policy at its discretion, or against any customer it believes is abusing this policy. You will be notified of any such revision or change and the change will be deemed binding and effective immediately after this notification. Any changes to the refund policy will be updated on Debt Stop Direct Ltd web site and so you are advised to regularly peruse the site.
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.
Thank You.
BUSINESS CONDITIONS FOR OUR DEBT CONSOLIDATION PROGRAMME
It is our aim that your decision to use Debt Stop Direct Limited proves to be one of the most valuable decisions you ever make in striving to gain control of your finances. It is this that is at the forefront of our mind when we outline our terms of business (TOB) of the agreement we have with yourself. The following text details the full terms of this agreement. Most importantly we believe we have made these TOB as transparent as possible, so as it is as easy as possible for you to make yourself fully aware of how the programme will operate. However if any part of these TOB raises any doubt or question in your mind please don’t hesitate to contact us via any of the methods detailed in Section 2. These TOB form the core of our relationship with you so please read them carefully.
IMPORTANT NOTE:
These TOB apply to all Debt Stop Direct Limited clients and explain our obligations to you and yours to us. They may be added to or amended at any point in the future. Any changes that are deemed necessary will be brought to your attention prior to there implementation.
Contents:
Section 1 - Definition of terms
Section 2 - Contact Details
Section 3 - Opening Hours
Section 4 - Appointment and Term
Section 5 - What we will do
Section 6 - What you will do
Section 7 - What we Won’t do
Section 8 - Managing your money
Section 9 - How you may end this agreement
Section 10 - How we may end this agreement
Section 11 - Effect of ending the agreement
Section 12 - Privacy Policy
Section 13 - Other Terms
SECTION 1 - DEFINITION OF TERMS
"DSD" means Debt Stop Direct Ltd.
"Agreement" means the agreement made between You and Us made mainly on these TOB.
"TOB" means Terms of Business
"Cleared Funds" - any monies paid by you to us and which has not been returned unpaid within a) 4 working days for bank giro credits, standing orders, direct debits, Point of Sale Transfers and other electronic transfer methods. Or b) 7 working days for cheque's. Please request more information via your client liaison officer if you wish to make a payment via any other method and would like information regarding clearance time.
"Client Authority Form" relates to the form we ask you to sign to give us authority to contact your creditors on your behalf. This form has multiple boxes for you to sign. The reason for these multiple boxes is that on very rare occasions certain creditors will ask for original forms to be sent off and by supplying multiple signatures this gives us the capacity to do this.
"Us" or "we" means DSD or anyone to whom we transfer our obligations under this agreement
"You" means the person / persons named on either the payment programme or the client authority form.
SECTION 2 - CONTACT DETAILS
DSD Company Registration Number - 5324920
DSD OFT License Number - 565979
DSD Registered Office :
Suite 16, 19, Edwin Foden Business Centre
Moss Lane
Sandbach
Cheshire
CW11 3AE
Telephone - 0800 634 3058
Email - customerservices@debtstopdirect.co.uk
Fax - 01270 527 597
We are available for contact via any of the above means and available during the opening hours detailed in Section 2 of this document. We will always endeavour to respond to any query within 3 working days, but in certain circumstances this period of response may extend beyond this.
SECTION 3 - OPENING HOURS:
Monday to Thursday - 09:00hrs to 19:30hrs
Friday - 09:00hrs to 17:00hrs
Saturday - 09:00hrs to 13:00hrs
Sunday - CLOSED
During some exceptional circumstances and in the best interest of maximizing the potential of your programme, staff here at DSD may seek to contact you outside of these standard hours. In these circumstances you may be contacted up to 21:00hrs Monday to Saturday but only if we believe that contact is urgent and in your own best interests.
SECTION 4 - APPOINTMENT AND TERM
You appoint us and we agree to act on your behalf, as financial advisors and debt adjusters and to provide the services. This Agreement will start when you confirm your acceptance of these Terms of Business either by telephone or by returning the signed Client Authority Form or if earlier, the day when we receive the Initial Fee from you in cleared funds. This agreement will continue for the term, unless ended earlier by You as set out in Section 9 of this agreement, or by us as set out in Section 10.
You have a right to cancel our agreement at any time during the first seven working days of the Term. "Days" here excludes Sundays and public holidays. You can do this by writing in to us at our registered office (detailed in Section 2) or via email to the address detailed in Section 2. We will refund to you any Fees already paid to us that are cleared funds. We aim to have these funds returned to you within 7 working days, however there may be instances whereby this period is extended in which case any funds should be returned within a maximum of 28 days.
SECTION 5 - WHAT WE WILL DO:
Based upon information provided by you to us, we will review your income, outgoings and living expenses and calculate a monthly payment which we believe you can afford.
Once the Agreement starts we will notify your creditors of our involvement and will attempt to agree with them revised payment terms on your behalf. We will in particular attempt to persuade your creditors, where appropriate, to accept reduced monthly repayments from you, not to charge interest and to either suspend or withdraw any recovery, or similar, proceedings, which they may already have taken against you or may have threatened to bring against you. We will endeavour to provide as much assistance to you as we can based on our expertise and experience of dealing with creditors.
If your circumstances change and you are unable to meet the payments set out in the payment programme, we shall attempt to re-negotiate with your creditors and arrange with you a revised payment programme. We will in any event periodically review your situation, normally every twelve months or earlier if your creditors insist, and we will prepare and issue a revised payment programme with you and your creditors if this is appropriate.
We shall provide to you each month a statement listing your creditors, the status of any negotiations with them, the monthly repayments made to them that month and the fees which we have charged you.
We shall keep you informed of all material communications from your creditors to us appropriately and promptly.
SECTION 6 - WHAT YOU WILL DO
You agree that: You must provide us with full, accurate and truthful details of your net income, outgoings, creditors and dependants and you must also provide us with details of any outstanding judgments against you or any actual or threatened court proceedings.
You must make the agreed Monthly Payments to us in accordance with the Payment Programme You must allow us to negotiate on your behalf with your Creditors.
You must send us originals or copies of all correspondence you receive from your creditors so that we can deal with them on your behalf. Your correspondence will be scanned and sorted by us as an electronic image and the original paperwork destroyed. You must not ignore any correspondence either written or verbal from either your creditors or those acting on behalf of your creditor. The sooner you inform us of any correspondence received the sooner we can act on your behalf to address it.
During the term you must not make any payments directly to your Creditors unless you have notified us in advance that you propose to do so and we have agreed that such payment can be made.
You must tell us if your circumstances change so that if you are or may become unable to maintain the level of monthly payments or if there has been an improvement in your circumstances so that you are able to increase your level of Monthly Payments.
SECTION 7 - WHAT WE WONT DO
Unfortunately there are certain things that we cannot do relating to your finances these include the following:
We can not lend you money or offer any form of credit facility
We will not usually provide the services in relation to secured credit
We are not solicitors and cannot give you any legal advice
We will always attempt to agree revised payment terms with your creditors, however your creditors are not legally obliged to stop any interest or charges and as such we cannot guarantee this. Nor can we stop any current or prevent any future recovery proceeding against you if they insist on doing this. We can not guarantee entering this agreement will have no effect on your credit file. Indeed there is likely to be a negative effect on your ability to gain short term lending and also a possibility this will extend into effecting both medium and long term lending
SECTION 8 - MANAGING YOUR MONEY
On receipt of your first payment you will be assigned a Customer Care Manager (CCM), who will be responsible for your case until you have completed your third monthly payment. During this period your CCM will ensure that your consolidation program gets off to the best possible start, by working closely with both yourself and your creditors. After the third month you will be assigned a Client Liaison Manager (CLO) who will continue to ensure that your consolidation program runs smoothly for its duration.
Your first 2 payments will be paid to us on the dates agreed with your Advisor. These payments will be used as our set up fee. If you continue to pay the monthly payments promptly for the full duration of the Payment Programme, at our discretion we will use a sum equal to the value of those 2 initial payments as the final installment of your programme, as a gesture of goodwill by ourselves. However should you fail to complete the programme for whatever reason, including early full & final settlement of your debts, no contribution will be made by DSD.
It is important to note this gesture of goodwill is solely at our discretion and is very much dependant on the smooth running of your plan throughout its duration. Late payments, poor communication and misleading information will all be considered in making this decision. The decision of DSD is final in this instance.
All monies paid to DSD will be subject to our fee structure as detailed below. Any monies that are due to be paid out to your creditors will be held in a separate account, solely used for this purpose, and is an account not useable by DSD for purposes of its own business. All monies that are paid out will be done so within 5 working days
Each month we will charge you 17.5% of the agreed payment amount with a minimum of £30.00 (All fees are VAT exempt).
Every 12 months after the start of your Debt Management Plan (DMP) we will conduct an annual review on your file. Our aim is to completely review your financial situation, which will include obtaining current balances on your debts, and providing you with a revised estimated duration of the plan. We will also contact your creditors to make sure the information we hold is up to date.
During the review, we will attempt to identify ways in which you may be able to pay off your debts quicker and assess any change in your circumstances. All this information will be provided to you in the form of a letter, showing current balances, new monthly payments and a revised date when the plan will finish. In the month that we conduct your Annual review the monthly management fee that we take for that month will be increased by £45 as an annual review fee.
The monthly amount that you pay into your DMP will not be affected, but the amount that gets paid to your creditors will do. This will only affect the plan in the month the annual review takes place.
If we negotiate a full and final settlement on your behalf we will take a fee of 17.5% of the saving that is made.
SECTION 9 - HOW YOU MAY END THIS AGREEMENT
Should you decide that you wish to end the programme, you have the right to cancel our agreement within the first 7 working days of the term, giving us notice in writing. We will then refund to you your initial fee. You may also cancel the agreement at any point throughout the term, giving us 1 weeks written notification, in this instance we reserve the right to retain the initial fee(s).
If you wish to cancel your programme after the monthly payment to your creditors has been made, we will be unable to refund any monies, the programme will be cancelled prior to the next due payment date. Should you cancel the programme whilst we are still in possession of any monies in your account that have not been forwarded to your creditors as payment. The payment will be returned to you, however will be subject to deductions in the form of our net costs for doing so.
Should we receive notice of cancellation by you our authority as your agent will be rescinded, and your creditors may revert back to the original terms and conditions of your arrangement with them.
SECTION 10 - HOW WE MAY END THIS AGREEMENT
We may end this Agreement at any time by giving you two weeks prior written notice if any of the following happens:
(a) You fail to make two successive Monthly Payments; or
(b) You are otherwise in serious breach of the Agreement or have persistently committed a series of minor breaches (even if any one individual breach would not necessarily be regarded as a serious breach on its own) ; or
(c) You become bankrupt, file a bankruptcy petition, make an arrangement or composition with your Creditors generally, or make an application to a court of competent jurisdiction for protection from your creditors generally.
SECTION 11 - EFFECT OF ENDING THIS AGREEMENT
When the Agreement ends:
(a) our duties and obligations under this Agreement will come to an end;
(b) your liability to your Creditors will continue to the extent that any amounts you owe to your creditors remain outstanding over and above the repayments made to them under the Payment Programme; and
(c) We will send you copies of all paperwork received from you or your creditors that has been retained by us as a scanned image.
SECTION 12 - 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.
SECTION 13 - REFUND POLICY
A request for a refund must be submitted to Debt Stop Direct Ltd within 7 working days of making the payment. Each request must be accompanied by a detailed and grounded reason as to why you have applied for a refund.
Debt Stop Direct Ltd reserves the right to modify this Refund Policy at its discretion, or against any customer it believes is abusing this policy. You will be notified of any such revision or change and the change will be deemed binding and effective immediately after this notification. Any changes to the refund policy will be updated on Debt Stop Direct Ltd web site and so you are advised to regularly peruse the site.
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.
Thank You.
