Complaints

We value each and every customer. In the unlikely event that you are not happy with the service provided by us, we shall do our best to put things right. Any complaint will be dealt with in an efficient, fair and positive way as described below.

Introduction

Any reference to “we”, “our” or “us” in this complaints procedure shall mean J3 Debt Solutions Ltd, Scottish Debt Help and Debt Solutions Advisor.  Scottish Debt Help and Debt Solutions Advisor are trading names of J3 Debts Solutions Ltd.

Our aim is to ensure we offer all our consumers an excellent level of service across all areas of our business. We value each and every consumer.  However, we recognise that sometimes things do go wrong and welcome your feedback.

In the event that you are not happy with the service provided by us, we shall do our best to put things right.  Any complaint will be dealt with in an efficient, fair and positive way.

How to make a complaint? 

If you wish to make a complaint about the service you have received please contact us using the details below:

FAO: The Complaint Handler

By Phone: 0141 264 2866

By Email: [email protected]

By Mail: J3 Debt Solutions, Clippers House, Clippers Quay, Salford Quays, M50 3XP

What do you need to make a complaint?  

Please have the following available when you call, or include them in any email or letter that you send us:

1) Your full name, address and where applicable reference number

2) Details of your complaint

3) Copies of any correspondence or documents relating to your complaint

4) How you wish us to resolve the complaint

Dealing with your complaint

We will acknowledge receipt of your complaint within 5 business days.

We will aim to respond to your complaint within 4 weeks.  If we are still investigating your complaint after 4 weeks, we will write to you explaining the reasons why and indicate when you can expect a final response.

Our final response will be issued within a maximum of 8 weeks.

When we have completed our investigation, we will send you a final response.  This response will detail the investigation and our findings.  It will also confirm our conclusions and whether the complaint has been upheld, partially upheld, or not upheld.  The response will also explain any action being taken, or that has been taken, to correct the situation that led you to complain.

If you are dissatisfied with our final response, or at any stage in the process, you can escalate your complaint to the Insolvency Service by:

Telephoning the Insolvency Service Enquiry Line on 0300 678 0015 (9am – 5pm Monday to Thursday and 9am – 3pm on Friday)

Using the online Complaints Form at the following address https://www.gov.uk/complain-about-insolvency-practitioner

Email to [email protected]

Posting the online complaints form to: IP Complaints, Insolvency Service, 3rd Floor, 1 City Walk, Leeds, LS11 9DA.

Please note that, even if a complaint is upheld by the regulators, they will not usually intervene or adjudicate on case specific matters; they will only consider whether disciplinary sanctions should be ordered against the Insolvency Practitioner.