Customer Charter
We are committed to the highest professional standards – this is our customer charter
J3 Debt Solutions Limited is a new company. We think different, we want to be different. Our aim is to set our standards high, take a great deal of pride in our work and provide an excellent service. But we also want to be approachable, personable, fair, clear in our communications (using plain English), committed to your goals and to make life a little easier for anyone who is in debt or in financial distress.
Correspondence by letter
All incoming post is opened by our administration team and is date stamped to verify the date of receipt. Any correspondence marked “private and confidential” or “to be opened by addressee only” will be handed directly to the addressee.
Once all mail is opened it will be passed to a responsible person within our management team for review.
All correspondence not requiring a quicker response will be answered within a reasonable timeframe, usually within 14 days. In the event that the required information cannot be provided in that timescale an acknowledgement will be sent giving a date by which the Company will respond in full.
Copies of all outgoing correspondence are saved electronically on our secure servers.
Reports, circulars and meeting notices sent to creditors
Where a report circular or notice conveying a creditors’ meeting is dispatched, a certificate of issue showing the date of issue is retained for our files. The certificate shall be signed by a member of our administration staff as proof of issue.
Faxes
We do not have a fax machine.
It is recognised that many people will wish to contact the Company by e-mail, both for convenience and in order to save paper.
All e-mails shall be responded to within 14 days of receipt. In the event that the required information cannot be provided in that timescale then an acknowledgement shall be sent giving a date by which the Company will respond in full.
All incoming and outgoing e-mails are saved in an electronic format in appropriate case folders on the Company’s computer network. A copy of case-specific correspondence is also placed on the appropriate assignment case file.
Telephone calls
Our telephone calls are recorded for training and monitoring purposes. Recordings of calls will be placed on our Network in the event that we should need to refer to them at a later date. In the event that it has not been possible to recall a specific call, all discussions will be documented using the Company’s case notes function within IPS (Insolvency Practitioners System); our case management system. All documented discussions are placed on the relevant assignment case files.
