Complaints

We work to give you a good service, but sometimes things go wrong. If you’re unhappy with anything we’ve done, we want to hear about it so we can put it right.

Complaints about us, such as about this website, how we handled your details or our calls, come to us. Complaints about the advice you were given, or about a debt solution, go to the firm that provided it (see below).

We deal with every complaint fairly and promptly, and making one won’t change how we treat you.

• Phone: 0800 817 4168 (Monday to Saturday 9am to 8pm, closed Sunday)
• Email: [email protected]
• Post: Complaints, Your Debt Plan UK Limited, Unit 10 Wilson Business Park, 1 Queen Elizabeth Avenue, Hillington Park, Glasgow, G52 4NQ

To help us look into it quickly, please tell us:

• your full name and contact details
• your reference, if you have one
• what went wrong
• what you would like us to do to put it right

If you have letters or documents that help explain it, please send copies, not the originals. If you need help to make a complaint, just ask.

1. We acknowledge it

   We aim to write to you within 5 working days to say we have it, who is looking into it and what happens next.

2. We look into it

   A senior member of the team who wasn’t involved looks into it fairly. They may contact you for more information.

3. We send our final response

   We aim to send our final response within 8 weeks of receiving your complaint. It sums up the complaint and what we found, explains our decision and anything we’ll do to put things right, and tells you how to take it further.

4. If we need longer

   If we can’t finish within 8 weeks, we’ll write to explain why and tell you when to expect our answer.

If your complaint is about advice or a debt solution from a partner debt firm, that firm’s complaints process applies. Ask the firm for it. If you’re not happy with its final response, you may be able to refer the complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is independent and settles disputes between people and financial businesses. Whether it can look at a complaint depends on the details, and it will tell you.

If your complaint is about how we’ve handled your personal information, you also have the right to complain to the Information Commissioner’s Office (ICO).

Free, impartial debt advice is available from MoneyHelper, StepChange and National Debtline, whether or not you speak to us.