Complaints procedure
If you are unhappy with the help you received, we want to know, so we can put it right. Here is how to complain, what we will do, and where else you can go.
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How to complain
Tell us in whatever way suits you:
- By phone: 0800 494 7285, free, Monday to Thursday, 10am to 5pm
- By email: hello@ivahelpline.co.uk
- By post: IVA Helpline, Sentinel House, Ancells Business Park, Harvest Crescent, Fleet, Hampshire, GU51 2UZ
It helps if you tell us:
- Your name and how to contact you
- What went wrong, and when
- What you would like us to do to put it right
You do not have to put your complaint in writing, and you do not need to use any particular words. If you would like someone else, such as a friend, relative or adviser, to complain for you, just tell us, and we will deal with them with your permission.
If you need help making a complaint, for example because of a disability or because English is not your first language, let us know and we will make reasonable adjustments.
What happens next
- We acknowledge your complaint within 5 working days, and tell you who is dealing with it.
- We look into it properly. We check the records of what happened, speak to the people involved, and contact you if we need more information.
- We aim to resolve it quickly. Many complaints can be sorted out within a few days. If so, we will confirm what we have done.
- We send you a final response within 8 weeks. It will explain what we found, whether we agree with you, what we will do to put things right, and why.
If we cannot give you a final response within 8 weeks, we will write to explain why, and tell you when you can expect one.
Who we are
IVA Helpline is a trading style of Simply Quote Comparison Ltd, company number 15008284. The service is provided on our behalf by Complete 2 Financial Solutions Ltd, company number 15167030. Complaints about the service are handled under this procedure, whichever of us they concern.
If your complaint is about someone else
We can often point you in the right direction, but the formal routes are different.
| If your complaint is about | Where to go |
|---|---|
| The insolvency practitioner running your IVA | The practitioner’s firm first. Then the Insolvency Service complaints gateway, which passes it to the practitioner’s professional body. See complaints about an IVA |
| A debt management plan or another debt solution provider | The provider’s own complaints procedure. If the provider is authorised by the Financial Conduct Authority, you can then go to the Financial Ombudsman Service |
| A bailiff (enforcement agent) firm | The firm first. Then the Enforcement Conduct Board. See bailiffs: your rights |
| How we use your personal information | Us first. Then the Information Commissioner’s Office. See our privacy policy |
If you are still unhappy
If you are not happy with our final response, you can get free, independent advice about what else you can do from Citizens Advice or MoneyHelper.
We keep a record of every complaint and use them to improve the service.