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.  

Complaints

If you are dissatisfied with any part of the service you receive from J3 Debt Solutions Limited, you can talk to us. We will listen. We will try and understand the problem and put things right. Our office is open Monday to Friday 08.00-18.00 and you can reach us on: 0141 264 2724.

If, however, we cannot resolve the problem by telephone, we will ask you to put your complaint in writing to us at:

J3 Debt Solutions Limited
Suite 144
No.1 West Regent Street
Glasgow
G2 1RW

Or by emailing: [email protected]

Jamie Carmichael is our Managing Director and will investigate any matter of complaint personally so that it may be resolved as quickly as possible.

Our Authorising body

We are authorised by the Institute of Chartered Accountant of Scotland. Any complaint we are not able to resolve must be directed, in the first instance, to the Insolvency Service at: https://www.gov.uk/complain-about-insolvency-practitioner

The Insolvency Service will review your complaint to ensure that it falls within the scope of complaints that the licensing bodies can consider. The Insolvency Service will thereafter contact you to confirm whether or not your complaint is being referred to the relevant licensing body. ICAS, as our Regulatory Body, can only investigate insolvency-related complaints that are referred by the Insolvency Service.

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.

E-Mail

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.