Complaints

If you feel you need to complain about the company

Debt-help-pros.com strives to maintain the highest levels of customer service, endeavouring to provide each and every customer with a friendly, helpful and professional approach. We aim to give you the appropriate financial solution wherever possible and always do our best to deal with your affairs in a timely manner. Part of our commitment to customer service is to have a complaints procedure, which you can use if you are dissatisfied with any aspect of our service. We certainly appreciate your feedback as it will assist us in improving the level of service we provide.

How to complain

Whilst we try to resolve any issues you have on the telephone, if you wish to make a formal complaint, you must set it out in writing. We suggest you email: complaintsteam@debt-help-pros.com

What debt-help-pros.com will do with your Complaint

We will send you a written acknowledgement of your complaint within 5 working days.

We will aim to resolve your complaint, which will be reviewed by both a manager and a compliance officer, as soon as we can. We will keep you informed of the progress of your complaint. If the complaint involves an organisation other than us, we will inform them too and ask them to deal with their part of the complaint by contacting you directly.

We will aim to resolve your complaint within eight weeks of first receiving it in writing. Only in exceptional circumstances will we not do so and we will inform you of those circumstances in writing. If we uphold your complaint within eight weeks, we will send you a letter offering appropriate redress, which may vary from an apology to financial compensation.

In any circumstances, (other than if your complaint is resolved within the eight weeks following its receipt) the Company will send you a final response letter no later than eight weeks following the date that we get your complaint. If you disagree with this letter, you can take your complaint to the Financial Ombudsman Service.

If you are still dissatisfied

Whilst we undertake to look into any complaint carefully and promptly and to do all we can to explain the position to you, if you remain dissatisfied, you have the right to refer the matter to the Financial Ombudsman Service, we will provide you with details on how to do so at the time.

Debt Help Pros © 2006 and beyond

*** An IVA (Individual Voluntary Arrangement) is subject to acceptance. Debt write off applies to unsecured debts and on completion of an IVA. In some IVA’s up to 80% of the debt can be written off. The amount written off will depend on your circumstances, income, assets and the current write-off policy of your creditors. Levels between 25% and 80% are realistic, depending on your ability to repay.

Debt Help Pros is a trading style of Wray Marketing Solutions Incorporated Company No: BC0772883 | ICO DPN: Z2103059

At Debt Help Pros we do not give advice. On completion of our form, we will introduce you to one of our authorised debt solutions partners. We use the contact details you have given us on the form to make this introduction. A debt advisor will contact you by telephone. During that telephone call, the debt advisor will discuss your options in more detail. During this call, and other subsequent communications, you will be dealing with a debt solutions partner and not Debt Help Pros.

All solutions are subject to acceptance and eligibility. Further conditions will apply and calls are recorded for your protection. Initial advice is always free but, as commercial companies our partners do charge for on-going services. Debt Write off only applies on completion of the Insolvency Solution and details do appear on a public register. Full details will be discussed prior to entering into an agreement and alternative options may be offered, where considered to be in your best interest. Your ability to obtain credit will be affected for 6 years, even if the solution lasts for less and your assets and property could be at risk.

Fees disclosure:

All debt solutions should be very carefully considered. Debt-help-pros.com never charge for the advice we give you, but if you enter an Individual Voluntary Arrangement (IVA) or Debt Management Plan with one of our group companies, then fees will apply and these are made clear by our advisors or in the documentation you receive. Retained payment may place you further into arrears. Dept-help-pros.com partners all comply with the Financial Conduct Authority Code of Conduct and you have the right to a cooling off period of 14 days. It is likely that your ability to obtain further credit in the short term will be affected and this may also be the case over the medium to long term.


Impartial Information

You can get FREE impartial advice on finances from the Governments Money Advice Service