Complaints Policy

What this policy covers

Bailiff Advice Centre is a trading style of My Debt Plan Ltd. This policy covers complaints about information, advice, communications or service provided by Bailiff Advice Centre or My Debt Plan Ltd. Who operates the site and what it does is set out on our about us page.

It does not make My Debt Plan Ltd responsible for the conduct of a court, council, creditor, enforcement company or another service provider. A complaint about one of those organisations will normally need to be sent to that organisation under its own procedure.

How to make a complaint

You can raise a concern with the member of staff dealing with you. If it can be resolved immediately, they will try to do so.

If you want the matter recorded as a formal complaint, say that clearly and give us:

• your name and contact details
• enough information to identify your enquiry or case
• what happened and when
• what you think went wrong
• the outcome you are asking for
• copies of any relevant messages or documents.

You can make a formal complaint:

• by email to complaints@mydebt-plan.co.uk
• by telephone on 0161 660 0411
• through the client portal, if you have access to it
• in writing to Complaints Officer, My Debt Plan Ltd, Alexandra Court, Carrs Road, Cheadle, SK8 2JY.

Please do not send original documents unless we ask for them.

What happens after a complaint is received

We will acknowledge the complaint within five working days. A manager will review it and may contact you if more information is needed.

We will try to resolve the complaint within five working days where the issue is straightforward. If a fuller investigation is needed, we aim to send a final response within 20 working days of receiving the complaint.

Some investigations may take longer. If that happens, we will explain the reason, tell you when to expect the response, and may extend the investigation by up to a further 20 working days.

The final response will explain what was considered, whether the complaint was upheld in full or in part, and any action we intend to take.

If you need communication support

Tell us if you need information in another format, need someone authorised to act for you, or need a reasonable adjustment to communicate with us. We may ask for authority before discussing personal information with another person. Our accessibility statement describes what the site supports and how to report a page that does not work for you.

If you remain dissatisfied

The next route depends on what the complaint is about. If it concerns work carried out by a licensed insolvency practitioner, the final response will explain whether the Insolvency Complaints Gateway is available and how to use it.

That route does not deal with complaints about the conduct of an enforcement agent, a court, a council or a creditor. Those complaints must follow the procedure for the organisation and type of enforcement involved.

Using an external complaint route does not itself pause enforcement action, change a court order or decide whether a debt is owed. If a deadline or visit is active, deal with that separately while the complaint is considered.

Keeping complaint information

We use complaint information to investigate, respond, keep an appropriate record and improve our service. How personal information is handled is explained in our Privacy Policy.