We aim to provide a very high standard of service to every customer. If you are unhappy, for any reason, with the service we provide to you we would welcome your feedback and the opportunity to put things right. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our customers.
This document explains how we will deal with any complaints we receive. It also tells you what you can do if your complaint is not resolved to your satisfaction.
If you have a complaint
If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by telephone on 0161 791 4700 or in writing.
It will help us to deal with your complaint quickly if you can provide the following information:
your full name and address and a daytime contact telephone number
full details of your complaint
your customer reference number
details of what you would like us to do to put things right
photocopies of any relevant paperwork
We will try to resolve your complaint within three business days of receipt. If this is achieved, we will write to you, by email or letter as appropriate, to confirm that your complaint has been resolved and to explain your next steps. If we are unable to resolve your complaint within this timescale, we will acknowledge your complaint in writing within five working days and provide details of the person who will be dealing with your complaint.
We may ask you for further information to allow us to better understand your concerns. Once we have completed our investigation, we will tell you our findings and, if appropriate, how we will put things right.
If we are unable to send a final response to your complaint within four weeks, we will write to you or telephone you explaining why we have not yet resolved the complaint and indicating when we will contact you further. If your complaint is particularly complicated, we will keep you informed of the progress of our investigations.
If we are unable to provide a final response within eight weeks, we will confirm this in writing and provide a timescale within which you can expect a final response. If, at this time, you are dissatisfied with the delay, you may refer your complaint to the Financial Ombudsman Service.
Complaints can be sent to the following address:
The Debt Advice People Limited, 55 Cecil Street, Worsley, Manchester, M28 3LE.
The Financial Ombudsman Service
If you are not satisfied with our final response, you have the right to complain to the Financial Ombudsman Service, their contact details are below. You must do this within six months of our final response.
When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory guide.
You can view the information by using the following link
Alternatively, you can obtain a copy from:
Financial Ombudsman Service, Exchange Tower, London E14 9SR
Or by Calling: 0800 023 4 567 - calls to this number are now free on mobile phones and landlines
Or 0300 123 9 123 - calls are charged at the same rates as 01/02 numbers on mobile tariffs
Or +44 20 7964 0500 if you are calling from outside the UK
Effective date: 1st November, 2019
The Debt Advice People Ltd. ("us", "we", or "our") operates the www.thedebtadvicepeople.co.uk website (the "Service").
Information Collection And Use
We collect several different types of information for various purposes to provide and improve our Service to you. At any time you have the right to withdraw or cancel consent. You can do this by calling us on 0161 791 4700, or by email email@example.com, and finally by post by writing to The Debt advice People Limited, 55 Cecil Street, Walkden, Manchester, M28 3LE.
Types of Data Collected
While using our Service, we may ask you to provide us with certain personally identifiable information that can be used to contact or identify you ("Personal Data"). Personally identifiable information may include, but is not limited to:
First name and last name
Address, Postal code, City
Cookies and Usage Data
We may also collect information how the Service is accessed and used ("Usage Data"). This Usage Data may include information such as your computer's Internet Protocol address (e.g. IP address), browser type, browser version, the pages of our Service that you visit, the time and date of your visit, the time spent on those pages, unique device identifiers and other diagnostic data.
Tracking & Cookies Data
Cookies are files with small amount of data which may include an anonymous unique identifier. Cookies are sent to your browser from a website and stored on your device. Tracking technologies also used are beacons, tags, and scripts to collect and track information and to improve and analyse our Service.
You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, you may not be able to use some portions of our Service.
Examples of Cookies we use:
Session Cookies. We use Session Cookies to operate our Service.
Preference Cookies. We use Preference Cookies to remember your preferences and various settings.
Security Cookies. We use Security Cookies for security purposes.
Use of Data
The Debt Advice People Ltd. uses the collected data for various purposes:
To provide and maintain the Service
To notify you about changes to our Service
To allow you to participate in interactive features of our Service when you choose to do so
To provide customer care and support
To provide analysis or valuable information so that we can improve the Service
To monitor the usage of the Service
To detect, prevent and address technical issues
Transfer Of Data
Your information, including Personal Data, may be transferred to — and maintained on — computers located outside of your state, province, country or other governmental jurisdiction where the data protection laws may differ than those from your jurisdiction.
If you are located outside United Kingdom and choose to provide information to us, please note that we transfer the data, including Personal Data, to United Kingdom and process it there.
Disclosure Of Data
The Debt Advice People Ltd. may disclose your Personal Data in the good faith belief that such action is necessary to:
To comply with a legal obligation
To protect and defend the rights or property of Pathway Advice Ltd.
To prevent or investigate possible wrongdoing in connection with the Service
To protect the personal safety of users of the Service or the public
To protect against legal liability
Security Of Data
The security of your data is important to us, but remember that no method of transmission over the Internet, or method of electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your Personal Data, we cannot guarantee its absolute security.
We may employ third party companies and individuals to facilitate our Service ("Service Providers"), to provide the Service on our behalf, to perform Service-related services or to assist us in analysing how our Service is used.
These third parties have access to your Personal Data only to perform these tasks on our behalf and are obligated not to disclose or use it for any other purpose.
Links To Other Sites
We have no control over and assume no responsibility for the content, privacy policies or practices of any third party sites or services.
Our Service does not address anyone under the age of 18 ("Children").
We do not knowingly collect personally identifiable information from anyone under the age of 18. If you are a parent or guardian and you are aware that your Children has provided us with Personal Data, please contact us. If we become aware that we have collected Personal Data from children without verification of parental consent, we take steps to remove that information from our servers.
By email: firstname.lastname@example.org
By visiting this page on our website: www.thedebtadvicepeople.co.uk
By phone number: 0161 791 4700
By mail: The Debt Advice People Ltd, 55 Cecil Street, Worsley, Manchester, M28 3LE.