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Compass Debt Counsellors Complaints Procedure
At Compass Debt Counsellors we pride ourselves on the many years of reliable advice and service we have given to our customers, but we appreciate there may be an occasion when a customer could feel the level of service received was below what was expected.
If the occasion should arise and you’re not completely happy with our service we’d like to hear about it so that we can do something to put it right. We have an appointed Complaints Manager to deal effectively with all matters of complaints.
If you wish to make a complaint you can do this -
In writing to:
The Complaints Manager
Compass Debt Counsellors
Compass House
195 Derby Road
Long Eaton
Nottingham
NG10 4LQ
By telephone: Please telephone us on 0845 223 2770, and ask for the Complaints Manager.
Our complaints procedure
Your complaint will be investigated by the Complaints Manager who will investigate and respond to any problems you are experiencing.
If you do need to make a complaint please be assured your complaint will be handled sensitively and with due consideration.
Once you have contacted us we will do our best to resolve any complaints immediately. If we need more time to complete our investigation we will:
- Respond within 14 days of receipt of your complaint
- Inform you of the person dealing with your complaint
- Keep you updated of our progress
If you are not happy with our response, please do let the person dealing with your complaint know so we have the opportunity to see if there is anything further we can do.
Once we have considered all aspects of your complaint we will send you our final response.
You can also contact the Financial Ombudsman Service if you are not entirely satisfied by our investigation of your complaint and our response.
The Financial Ombudsman Service provides a free, independent service for customers to solve disputes.
The Financial Ombudsman Service can be contacted by –
In writing:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
By telephone: 0845 080 1800
By email: complaint.info@financial-ombudsman.org.uk
Through their website: www.financial-ombudsman.org.uk
We make sure you only pay what you can afford.
Compass Debt Counsellors aim to give you the best debt advice to deal with your debt problems, but you should be aware of the following, that conditions apply, that repaying debt over a longer period may increase the total amount to be repaid, that your ability to obtain credit will be affected in the short term and might be affected in the medium to long term and there are fees payable, dependant on the solution provided. Telephone calls and instant message communications to us maybe recorded for training and quality purposes.