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Complaint handling procedure

Our commitment to our customers

It is our aim to give excellent service to all our customers, but we recognise that things can occasionally go wrong. We take any complaints that we receive seriously and we aim to resolve all of our customers’ concerns fairly, promptly and efficiently.

What to do if you are dissatisfied

To ensure that we provide the kind of service you expect, we welcome your feedback.  If at any time you are not happy with the service that we have given, please telephone the business area you usually deal with in order to explain your concerns.

Calls may be recorded and/or monitored for quality purposes.  Alternatively, if you want to write to us, please send your complaint to:  Complaints Department, Baines & Ernst Limited, Lloyds House, 18 – 22 Lloyd Street, Manchester, M2 5BE.

How we will handle your complaint

We aim to resolve all complaints as soon as possible.  If we are able to resolve a complaint to your satisfaction within 3 days following receipt, you will receive a summary complaint resolution confirming our findings, that we have resolved your concerns within this timescale and, if applicable, our proposed resolution.

If we are unable to resolve a complaint to your satisfaction within 3 working days of its receipt, we will write to you acknowledging your complaint and to let you know who is dealing with it.

In order to resolve your problem, we will review all the documentation and information necessary to enable us to carry out a thorough investigation.  In some instances, we may need you to provide us with further information or to provide us with authority to contact a third party.  If the information or authority is not provided to us within 8 weeks of the request we may have to treat your complaint as closed.

Once an investigation of your concerns has been made, we will provide a written ‘Final Response Letter’ confirming our findings and, if applicable, any proposed resolution.

Most of our customers’ concerns can be resolved quickly but occasionally more detailed enquiries are needed.  If we have been unable to complete our investigation within 4 weeks of receiving your complaint, we will write to you providing an update.  We are committed to resolving all complaints within an absolute maximum of 8 weeks, from date of receipt.  If we have been unable to complete our investigation within 8 weeks of receipt we will provide you with a further update at that time and explain your referral rights.

If we cannot resolve your complaint

Clearly, we would always want to resolve any concerns you raise with us internally.  However, should you remain dissatisfied following our summary complaint resolution, final written response, or 8 weeks have elapsed since you raised your complaint with us and you are not happy with the progress made, you can have your complaint independently assessed.

Depending on your cause of concern, there are different bodies for referring your complaint.

If you remain unhappy with our response or progress on a complaint related to our debt management or insurance mediation services, you can refer the matter to the Financial Ombudsman Service (FOS).  The FOS provide consumers with a free adjudication service for unresolved complaints between you and a regulated firm.  You can contact the FOS at:

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Tel: 0330 123 9123

Email: complaint.info@financial-ombudsman.org.uk

Web: www.financial-ombudsman.org.uk

If you remain unhappy with how we have responded to a complaint about our claims management services, you can refer the matter to the Legal Ombudsman who investigate complaints about service issues with regulated claims management companies.  If you would like more information about their services, you can contact them at:

Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.

Tel: 0330 555 0333

Email: enquiries@legalombudsman.org.uk

Web: www.legalombudsman.org.uk

Following our Complaints Handling Procedures does not affect your right to take independent legal advice.

If you have any issues relating to the work your Insolvency Practitioner undertakes (only applicable for IVA or PTD customers), you should refer this directly to your Insolvency Practitioner who will inform you of their own complaint handling procedure as relevant.

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