This notice sets out details of the complaints procedure which we operate to try to resolve any complaints which you may have in relation to the services that we provide. This procedure is aimed at resolving complaints quickly and satisfactorily and further improving the quality of the service we provide.
How do you make a complaint?
If you are unhappy with the service we have provided to you, you should feel free to raise this immediately during any interaction with a My Debt Plan member of staff. We will always endeavour to resolve any issue immediately if it is possible to do so.
Should this not be possible, or if you remain dissatisfied, then you should make it known to us that you wish the matter to be taken forward as a complaint. This can be done verbally by telephone (0161 359 4708), by email to Complaints@mydebt-plan.co.uk , by sending a message via the client portal or in writing to “Complaints Officer, My Debt Plan Ltd, Unit 1 and 2 Blenheim Court, Cheadle SK8 2JY”.
How will we handle your complaint?
Your complaint will be acknowledged within 5 working days of receipt and then taken forward by a manager, who may need to contact you initially for further information to gain a better understand of the issues at hand. We will always seek to find a satisfactory resolution quickly within 5 working days if possible.
If circumstances mean that a rapid resolution is not possible then a full investigation into all the circumstances of the matter will take place. A Final Response letter will be sent to you within 20 working days confirming whether your complaint has been upheld, in full or in part and the reasons for the decision. Where applicable, you will be advised of what steps the company will take to put things right and to ensure the same problem does not re-occur.
The company aims to resolve all complaints within 20 working days. However, if a more in-depth investigation is needed, the process may take longer. In such cases, you will be informed of the extended timeframe, which may take up to an additional 20 working days.
What if you are unhappy about how your complaint has been handled?
If you are not satisfied with our final response, or indeed at any point in the process, you can raise a complaint with the Insolvency Practitioner’s professional body via the Insolvency Complaints Gateway. This can be done by visiting the Insolvency Service website at https://www.gov.uk/complain-about-insolvency-practitioner and completing and submitting their online form.
Complaints can also be by post to: IP Complaints, Insolvency Service, 3rd Floor, 1 City Walk, Leeds, LS11 9DA or by calling the Insolvency Service Enquiry Line on 0300 678 0015 (Monday to Friday 8am to 5pm). A summary of the IPA’s complaint procedure can be found at: http://www.insolvency-practitioners.org.uk/complaints-procedure/complaint-procedure.
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Bailiff Advice is a trading style of My Debt Plan Ltd.
Registered address 2nd Floor Blenheim Court, Cheadle, Cheshire, England, SK8 2JY Company Registered in England and Wales Number 10992838 Data Protection ZB284067.
My Debt Plan Ltd provides insolvency solutions to individuals, specialising in IVA’s. All advice given is provided in reasonable contemplation of an insolvency appointment. Where you are not suitable for an IVA, we may refer you to one of our trusted partners who specialise on alternative solutions.
You will be contacted by Bailiff Advice.
Lucy Novo Deakin and Adam Southard are insolvency practitioners in the UK licensed by the Insolvency Practitioners Association (IPA).
