Complaints Policy

1. Introduction

Debt Help Support is committed to providing a professional, fair and transparent service to all users of our website.

We take complaints seriously and view them as an opportunity to improve our services.

This Complaints Policy explains how complaints can be submitted, investigated and resolved.

2. Our Commitment

We aim to:

• Handle complaints fairly and consistently.
• Investigate complaints promptly.
• Treat complainants with respect and courtesy.
• Resolve complaints wherever possible.
• Learn from feedback and improve our services.

3. What Is A Complaint?

A complaint is any expression of dissatisfaction relating to:

• Our website.
• Our services.
• Our communications.
• Our handling of personal information.
• The conduct of our representatives.
• An introduction made through our service.

4. How To Make A Complaint

Email

admin@debthelpsupport.co.uk

Post

5. Information To Include

To help us investigate your complaint, please provide:

• Full name
• Contact details
• Description of the complaint
• Relevant dates
• Any supporting information or documents

6. Complaint Handling Process

Stage 1 – Complaint Received

Upon receiving your complaint, we will record the details and begin our review.

Stage 2 – Acknowledgement

We aim to acknowledge complaints within five business days of receipt.

Stage 3 – Investigation

We will review all relevant information and may contact you if further details are required.

Stage 4 – Final Response

We aim to provide a final response within twenty-eight days of receiving the complaint. Where additional time is required, we will keep you informed of progress.

7. Complaints Relating To Third-Party Providers

Debt Help Support operates as a comparison and introduction service.

If your complaint relates directly to a third-party provider, we may:

• Assist in directing your complaint to the appropriate organisation.
• Provide contact details where available.
• Cooperate with reasonable enquiries.

However, we cannot investigate or resolve complaints relating to services provided by independent third-party organisations.

8. Data Protection Complaints

If your complaint relates to privacy or personal information, please contact: admin@debthelpsupport.co.uk

We will investigate the matter in accordance with our Privacy Policy and Data Protection Policy.

9. Escalation

If you remain dissatisfied after receiving our final response, you may seek independent advice or contact the relevant regulatory or supervisory body where appropriate.

Information Commissioner’s Office

For data protection concerns, you may contact the Information Commissioner’s Office.

Website: ico.org.uk

Telephone: 0303 123 1113

10. Complaint Records

We maintain records of complaints to:

• Monitor service quality.
• Identify recurring issues.
• Improve customer experience.
• Demonstrate compliance with legal obligations.

Complaint records are retained securely and handled in accordance with our Privacy Policy.

11. Confidentiality

All complaints will be handled confidentially and information will only be shared where necessary to investigate and resolve the matter.

12. Policy Review

This policy will be reviewed periodically to ensure it remains effective and reflects current business practices.