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Complaints Procedure

 

      Overview

      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

www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

Alternatively, you can obtain a copy from:

Financial Ombudsman Service, Exchange Tower, London E14 9SR        

 

https://www.financial-ombudsman.org.uk/

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

 

Privacy Policy


Effective date: 1st November, 2019


The Debt Advice People Ltd. ("us", "we", or "our") operates the www.thedebtadvicepeople.co.uk website (the "Service").


This page informs you of our policies regarding the collection, use, and disclosure of personal data when you use our Service and the choices you have associated with that data. This Privacy Policy for The Debt Advice People Ltd. is powered by FreePrivacyPolicy.com.


We use your data to provide and improve the Service. By using the Service, you agree to the collection and use of information in accordance with this policy. Unless otherwise defined in this Privacy Policy, terms used in this Privacy Policy have the same meanings as in our Terms and Conditions, accessible from www.thedebtadvicepeople.co.uk


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 info@thedebtadvicepeople.co.uk, and finally by post by writing to  The Debt advice People Limited, 55 Cecil Street, Walkden, Manchester, M28 3LE.

Types of Data Collected


Personal Data

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:
 

  • Email address

  • First name and last name

  • Phone number

  • Address, Postal code, City

  • Cookies and Usage Data
    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

We use cookies and similar tracking technologies to track the activity on our Service and hold certain information.


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.


Your consent to this Privacy Policy followed by your submission of such information represents your agreement to that transfer.


The Debt Advice People Ltd. will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this Privacy Policy and no transfer of your Personal Data will take place to an organization or a country unless there are adequate controls in place including the security of your data and other personal information.


Disclosure Of Data


Legal Requirements


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.


Service Providers


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


Our Service may contain links to other sites that are not operated by us. If you click on a third party link, you will be directed to that third party's site. We strongly advise you to review the Privacy Policy of every site you visit.


We have no control over and assume no responsibility for the content, privacy policies or practices of any third party sites or services.


Children's Privacy


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.


Changes To This Privacy Policy


We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page.


We will let you know via email and/or a prominent notice on our Service, prior to the change becoming effective and update the "effective date" at the top of this Privacy Policy.


You are advised to review this Privacy Policy periodically for any changes. Changes to this Privacy Policy are effective when they are posted on this page.


Contact Us


If you have any questions about this Privacy Policy, please contact us: