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Complaints Procedure

This document lays out our procedure should you find our service have not met your expectations.

Introduction

Debt Help Scotland Limited values each and every customer. In the unlikely event that you should not be happy with a product or service provided by us, we do our best to put things right.

Any complaint will be dealt with in an efficient, fair and positive way as described below.


In writing

Please address your letter to the Complaints Manager at:

Scottish Trust Deeds
112 Cornwall Street South
Glasgow
G41 1AA

By email

complaints@scottish-trust-deeds.com

Our Complaints Procedure

  • Stage 1
    Upon receipt of a complaint, a refund / complaint form is completed with as much information as possible and passed to the departmental manager of the receiving department.
  • Stage 2
    The departmental manager will decide if the complaint can be dealt with by the end of the next working day and do so if possible, and arrange for the customer to be advised. If the complaint is more complex or requires investigation before a decision can be made, the manager will pass the complaint onto the Compliance Department by the end of the next working day and advise the client.    
  • Stage 3

    The Compliance Department will enter details of the complaint onto company records for tracking purposes.

    The Compliance Department will acknowledge receipt of the complaint in writing, within 5 working days from stage 1, but usually within 48 business hours.

  • Stage 4

    We will investigate your complaint and endeavour to send our final response letter to you within 4 weeks of stage 1. If we are unable to provide you with a final response within this time we will send you an update.

    The final response letter is our final decision following the investigation of your complaint in a fair and impartial manner, based on actual information we have available to us.

  • Stage 5
    We will endeavour to send our final response letter to you within 8 weeks of stage 1. If we are unable to provide you with a final response within this time, we will write to you explaining why and advise when we expect to reach a final response.

Finally

If you have not received a final response letter from us within 8 weeks of the complaint date (stage 1) or you are dissatisfied with the decisions in our final response letter, you can:

 

Write to

The Debt Resolution Forum.
3rd Floor
Nelson House
Timperley
WA14 5BZ


Phone

Telephone: 0161 905 8372


Website

DRF Complaints Procedure

Or

The relevant regulatory body via the Insolvency Service Complaints Gateway at:
Website: http://www.bis.gov.uk/insolvency/contact-us/IP-Complaints-Gateway
Email: ip.complaints@insolvency.gsi.gov.uk
Address: IP Complaints, Insolvency Service, 3rd Floor, 1 City Walk, Leeds, LS11 9DA.
Telephone: The Insolvency Service Enquiry Line on 0845 602 9848 (Monday to Friday 8am to 5pm).