Personal Debt Advice for Residents of Scotland

Complaints

At first instance, please contact the Complaints Department on 01133200658 and we will try and resolve your complaint by telephone. If we cannot resolve your complaint by telephone you can make a formal complaint in writing to:

Debt Freedom Scotland>
Complaints Department
Third Floor,
Adelphi Mill,
Grimshaw Lane,
Bollington,
Cheshire,
SK10 5JB

or you can e-mail your complaint to:

complaints@debtfreedomscotland.co.uk>

How Debt Freedom Scotland> Limited will deal with your complaint...

We aim to resolve your complaint as soon as possible. Sometimes things take a little more time. Please find below the process that Debt Freedom Scotland> will adhere to respond to your query.

Within 5 Working Days of Receipt of Your Complaint You Will Receive From Us...

An acknowledgement letter to let you know that your complaint is being dealt with and to provide you with contact details of the person dealing with it.

Within 4 Weeks You Will Receive From Us...

If the complaint is still being investigated 4 weeks after receipt, we are obliged to send you a further response to let you know what is happening. This letter should detail either:

• The reasons why more time is required to investigate your response and how long it will be before you should expect to receive a final response (within a maximum of another 4 weeks).

Or,

• The final response from us. This will include the findings from our investigation and details of any compensation we have concluded is payable to you (if appropriate).

Within 8 Weeks You Will Receive From Us...

Within 8 weeks of receiving your complaint we are obliged to have fully investigated it and provide you with the details of our findings and details of any compensation that we think you would be due - in other words our final response. Hopefully this would be a mutually satisfactory response and the matter will be concluded. However, if you are not satisfied with our final response, you have the right to complain to the Financial Ombudsman Service (FOS) within 6 months of the date of that letter. This is free of charge and details of how to do this are set out below. In addition we will provide you with a leaflet when we send our final response detailing how to compliant to FOS.

We will maintain contact with you throughout the complaints process, and during this period, feel free to contact the Complaints Department on 01133200658 if you have any queries.

Financial Ombudsman Service

If you are not satisfied with our final response, you may be eligible to refer the matter to FOS. This is free of charge. To make a complaint to FOS please contact:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Website: www.financial-ombudsman.org.uk
Email: Complaint.info@financial-ombusdman.org.uk
Phone: 0800 023 4567 or 0300 123 9 123

Your Rights

We hope that you will accept the decision of our Complaints Department. If this should not be the case, you remain free at all times to seek independent advice.

Our Privacy Policy

Debt Freedom Scotland is committed to protecting your privacy during your visits to the debtfreedomscotland.co.uk web site and we recognise our responsibility to keep the information you provide to us confidential at all times.

We protect your personal information on the Internet to the same standards we would do in person or on the telephone. Your personal information will not be disclosed to other companies except in circumstances advised to you at the time you apply for a product or service.

Your Information Online

1. Cookies

A 'cookie' is information that a web site stores on your computer so that it can remember something about you at a later time. Cookies are commonly used on the Internet and do not harm your system. The cookies used on this web site do not include any information that others could read and understand about you, such as your name or account numbers. We currently use a combination of first party, third party, permanent and temporary cookies in the following way: To collate general management information which is used to plan enhancements to our services and tailor aspects of the site functionality for individual visitors. We do not share information with other companies that use the same third party tracking codes. If you do not want us to use cookies when you visit this web site, you can configure your browser not to accept them or opt-out. Please refer to your browser's 'help' facility.

2. Information Requests

When you ask for information regarding a product or service on the debtfreedomscotland.co.uk web site, you will be asked for information that is needed to process your enquiry. The information that you provide will only be used for the purposes described at the time of your application and where applicable in the Terms and Conditions that apply to the relevant product or service.

Complaints

At first instance, please contact the Complaints Department on 01133200658 and we will try and resolve your complaint by telephone. If we cannot resolve your complaint by telephone you can make a formal complaint in writing to:

Debt Freedom Scotland>
Complaints Department
Third Floor,
Adelphi Mill,
Grimshaw Lane,
Bollington,
Cheshire,
SK10 5JB

or you can e-mail your complaint to:

complaints@debtfreedomscotland.co.uk>

How Debt Freedom Scotland> Limited will deal with your complaint...

We aim to resolve your complaint as soon as possible. Sometimes things take a little more time. Please find below the process that Debt Freedom Scotland> will adhere to respond to your query.

Within 5 Working Days of Receipt of Your Complaint You Will Receive From Us...

An acknowledgement letter to let you know that your complaint is being dealt with and to provide you with contact details of the person dealing with it.

Within 4 Weeks You Will Receive From Us...

If the complaint is still being investigated 4 weeks after receipt, we are obliged to send you a further response to let you know what is happening. This letter should detail either:

• The reasons why more time is required to investigate your response and how long it will be before you should expect to receive a final response (within a maximum of another 4 weeks).

Or,

• The final response from us. This will include the findings from our investigation and details of any compensation we have concluded is payable to you (if appropriate).

Within 8 Weeks You Will Receive From Us...

Within 8 weeks of receiving your complaint we are obliged to have fully investigated it and provide you with the details of our findings and details of any compensation that we think you would be due - in other words our final response. Hopefully this would be a mutually satisfactory response and the matter will be concluded. However, if you are not satisfied with our final response, you have the right to complain to the Financial Ombudsman Service (FOS) within 6 months of the date of that letter. This is free of charge and details of how to do this are set out below. In addition we will provide you with a leaflet when we send our final response detailing how to compliant to FOS.

We will maintain contact with you throughout the complaints process, and during this period, feel free to contact the Complaints Department on 01133200658 if you have any queries.

Financial Ombudsman Service

If you are not satisfied with our final response, you may be eligible to refer the matter to FOS. This is free of charge. To make a complaint to FOS please contact:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Website: www.financial-ombudsman.org.uk
Email: Complaint.info@financial-ombusdman.org.uk
Phone: 0800 023 4567 or 0300 123 9 123

Your Rights

We hope that you will accept the decision of our Complaints Department. If this should not be the case, you remain free at all times to seek independent advice.


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