Complaints Procedure

At Get Debt Support, we value your feedback and take complaints very seriously. We aim to resolve any expression of dissatisfaction, whether oral or written, as quickly as possible. Our complaints handling process is outlined below:

1. Acknowledgement

Once we receive your complaint, we will send you a written or electronic acknowledgement within 5 business days. This acknowledgement will include the name and job title of the individual who will be managing your case. At the same time, we will provide you with a copy of these complaint handling procedures.

Your complaint will be thoroughly investigated by someone with the authority to resolve it, and wherever possible, the complaint handler will not have been directly involved in the matter under review.

2. Our Response

Within 8 weeks of receiving your complaint, we will provide you with either:

  • A final response addressing the subject matter of your complaint. If your complaint is upheld, we will also offer appropriate redress.
  • Or, a response which:
    • Explains why we are not yet in a position to issue a final response and the reasons for the delay
    • Indicates when you can expect our final response
    • Informs you of your right to refer the complaint to the Legal Ombudsman if you are dissatisfied

Further Review

If you feel that your concerns have not been fully addressed in our response, you may contact your complaint handler directly and clearly outline which parts remain unresolved. Please note that the handler can only review matters not already covered in our final response. If we do not hear back from you within 14 days of our final response, we will assume the issue has been resolved.

Escalation to the Legal Ombudsman

If you are dissatisfied with our final response, or if we do not provide one within 8 weeks of your initial complaint, you may refer the matter to the Legal Ombudsman within 6 months of the date of our final response. The Ombudsman will only consider cases where our internal complaints process has been followed first.

More information can be found at www.legalombudsman.org.uk and in their leaflet “Here to Help – What to do if you have a complaint”.

Contacting the Legal Ombudsman

By post:
Legal Ombudsman
PO Box 6804
Wolverhampton
WV1 9WG

The Ombudsman advises not to send original documents, as they scan and store copies electronically before destroying the originals.

By email: Complete the complaints form on their website and send it to info@getdebtsupport.co.uk

Contact Get Debt Support

If you wish to raise a complaint directly with us, please use the details below:

Email: info@getdebtsupport.co.uk

Fill out our easy qualification form, and a member of our team will reach out to assist you.

Useful Links

Contact Us

Email Address:

info@getdebtsupport.co.uk

Monday to Thursday: 9am - 8pm
Friday: 9am - 6pm
Saturday: 10am - 4pm, Sunday: CLOSED

By submitting the enquiry form you agree that the information provided is true and accurate and that Get Debt Support may send the details of this enquiry to an appropriate partner for the purpose of furthering your enquiry and that the partner may contact you for further information as required. We will not send, sell, loan or lease your data to any other third party except those needed to provide the service you have requested.

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

All solutions are subject to acceptance and eligibility. Further conditions will apply and telephone calls are recorded for your protection. Initial advice is always free but, as commercial companies, our partners do charge for on-going services, if you enter into a debt solution with one of our partners companies, then fees will apply and these are made clear by the advisers and also in the documentation you receive. You have the right to a cooling off period of 14 days. Retained payments may place you further into arrears. 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 any 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. Our partners are all authorised and regulated by the Financial Conduct Authority and comply with their rules and principles of business.

We take reasonable care to ensure that the information appearing on this website is up to date and accurate. Whilst we take precautions to prevent the occurrence of errors and omissions, the user of this website should not take the accuracy of the information for granted. None of the material contained in this website is to be relied upon as a statement or representation of fact. We do not accept liability or responsibility and it gives no warranty as to the accuracy of this information. We are not giving advice or recommendation by virtue of having provided information on this Website. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law. Under no circumstances will Get Debt Support and its employees, connected parties or qualified third party associates accept liability for any decision made or action undertaken as part of reliance to the information contained on this website. Your use of any information or materials on this website is entirely at your own risk. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements. Your statutory rights are not affected by this disclaimer.

Your information will be provided to organisations who will go through your circumstances and tell you about possible debt solutions including IVA’s. Help can only be offered following a thorough fact finding service. There is free debt advice available through the Money Helper and they can be contacted on 0800 138 7777.

May not be suitable in all circumstances. Fees apply. Your credit rating may be affected

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Get Debt Support is a trading style of ATLAS GLOBAL MARKETING LIMITED.
ATLAS GLOBAL MARKETING LIMITED Company number: 16497011, ICO number: ZB909315 is registered in England and Wales. Registered Office Kingsway Luton LU11TS

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