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Whilst we hope that you will never find it necessary to complain, if you feel that anything to do with your case has been handled incorrectly, please follow these procedures.
1. Call the customer services department on 08712 222283. Ask to be transferred through to the manager.
As complaints can often be as a result of a misunderstanding and giving information can sometimes resolve the complaint we would like the opportunity to discuss the reason for your complaint with you.
2. Put your complaint in writing. FAO: Complaints handling, Chiltern, Lawson House, 22-26 Stockport Road, Altrincham, WA15 8EX
If the customer services manager was unable to resolve your complaint to your satisfaction please put your complaint in writing. On receipt of your written complaint we will endeavour to respond within 5 working days. A final response to your complaint will be sent within 8 weeks.
3. D.E.M.S.A Debt Managers Standards Association.
If you are dissatisfied with the response received from Chiltern Debt management you may seek redress from our trade association D.E.M.S.A. Provided that the dispute in question is covered by the Code of Conduct. DEMSA has a laid down procedure for handling such complaints, which includes access to independent arbitration and member companies are bound by their decisions.
Complaints to be sent to: DEMSA, West Point, Westland Square, Leeds, LS11 5SS, or visit the website, http://www.demsa.co.uk, or Email:info@demsa.co.uk Tel: 0113 277 7610, Fax: 0113 277 3586.
4. F.O.S. Financial Ombudsman Service
Each customer also has the right to make their complaint to the Financial Ombudsman Service. They can consider complaints about a wide range of financial matters. They are completely impartial and their service is free to consumers. They aim to resolve the majority of complaints within 6 to 9 months. A customer does not have to accept any decision they make, they are always free to go to court instead. But if they accept an ombudsman's decision, it is binding on both them and the business concerned.
Consumer helpline
0845 080 1800
complaint.info@financial-ombudsman.org.uk
Postal address
The Financial, Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London,
E14 9SR
Important Information About Our Service & Fees
Whilst we strive in all cases to negotiate the best deal with your creditors, we cannot guarantee a reduction in interest or charges. Also as one of the largest providers of debt management solutions in the UK, we are able to provide initial advice over the phone without charge, however, if a debt solution is taken out, please be aware that fees will be charged. We aim to keep these fees as low as possible and believe that we are very competitively priced, for detailed information on our fees, including examples for each product, please click this fees link.
Further Additional Information
What if you decide that I don't want to go ahead? - click here.
Will your credit rating be affected? - click here.
The insolvency service has produced a guide for people who are struggling with debt. This guide outlines each of the available solutions. You can download the guide by clicking the following link - In Debt? Dealing With Your Creditors.
If an IVA is not maintained it could lead to bankruptcy.