Overview

We aim to provide a very high standard of service to every customer. If you are unhappy, for any reason, with the service we provide to you we would welcome your feedback and the opportunity to put things right. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our customers.

This section explains how we will deal with any complaints we receive. It also tells you what you can do if your complaint is not resolved to your satisfaction.

 

If you have a complaint

If you have a complaint about any aspect of our service, then we would like to hear from you.

To do this:

Call us on either 0800 121 4733 or 0208 519 1000
Email our Complaints team on enquiries@nationwidedebtconsultants.co.uk

Write to us at the following address:
NDC,44 Broadway, London, E15 1XH

Please give as much information about your complaint as possible and tell us how you’d like us to resolve it.

We will try to resolve your complaint within three business days of receipt. If this is achieved, we will write to you, by email or letter as appropriate, to confirm that your complaint has been resolved and to explain your next steps. If we are unable to resolve your complaint within this timescale, we will acknowledge your complaint in writing within five working days and provide details of the person who will be dealing with your complaint.

We may ask you for further information to allow us to better understand your concerns. Once we have completed our investigation, we will tell you our findings and, if appropriate, how we will put things right.

If we are unable to send a final response to your complaint within four weeks, we will write to you or telephone you explaining why we have not yet resolved the complaint and indicating when we will contact you further. If your complaint is particularly complicated, we will keep you informed of the progress of our investigations.

If we are unable to provide a final response within eight weeks, we will confirm this in writing and provide a timescale within which you can expect a final response. If, at this time, you are dissatisfied with the delay, you may refer your complaint to the Financial Ombudsman Service.