Complaints Procedure

DebtIVA.co.uk is committed to achieving the highest standards in the products and services we provide in particularly in dealing with our customers. However, there are times when you are unhappy with the services we provide and times when things go wrong.

The information below sets out our internal complaints procedure and is in place to ensure that we resolve complaints quickly and satisfactorily. This gives us the opportunity to put matters right for you and improve our services for everybody.

How to make a complaint

If you are unhappy with the service we have provided to you, you should in the first instance discuss the situation with us. Many complaints can be resolved informally by discussing this with a member of our staff. Should you still be dissatisfied with the explanation you are given then you can formally make a complaint by putting this in writing and addressing this to the following:

diva-address-cp2

Giving us details of your complaint

If you want to complain, please provide the following details.

  • A clear description of your complaint or concerns
  • If appropriate, the person you are complaining about and what it is you consider they did wrong
  • Details or suggestions as to how you would like us to rectify the situation

How we will deal with your complaint

We will do our best to sort out your complaint immediately and it is the company’s objective to resolve a complaint satisfactorily within 10 working days.

Depending upon the nature of the complaint a more detailed investigation maybe required in which case the process may take longer. If this happens the Complaints Officer will, within five business days of receipt of your complaint, send to you:-

  • A written acknowledgement giving the name of the person who will be dealing with your complaint together with details of our complaints procedure.
  • An indication of how long it will take to resolve your complaint.

Once we have done this, we will then do the following:-

  • Keep you informed of our progress.
  • We aim to resolve complaints within 4 weeks. If we are not able to do so, we will always write to you explaining what is happening and when we expect to sort out your complaint.
  • Once all information has been considered you will be contacted to confirm the outcome of our findings.
  • If your complaint is upheld, how we intend to rectify the situation.
  • If your complaint is not upheld, our reasons for coming to this decision.

What to do if you are dissatisfied with our decision

If you still remain dissatisfied with our final response or eight weeks have passed since you first letter to us about your concerns, you can ask the Financial Ombudsman Service to review your complaint. The Financial Ombudsman Service provides a free independent service for customers to solve disputes with financial firms and their details are:-

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Phone: 0845 080 1800

The Financial Ombudsman Service will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.