CIS

 

COMPLAINTS POLICY

At Consumer Information Service, we take complaints extremely seriously. We want to provide the best possible service to our customers and although we do aim for excellence, we understand that sometimes we may not meet our own high standards. If your expectations of our service have not been met, the below outlines our complaints handling procedure.

Contact Us
Customers wishing to make a complaint can contact Consumer Information Service via telephone, email or in writing.

By Telephone:
0800 009 6211 (Freephone)

By Email: compliance@ConsumerInformationService.co.uk

By Post:
Complaints Department
Consumer Information Service, Office 3 Cecil House Business Centre, 41 Hightown, Crewe CW1 3BZ

Process
Consumer Information Service strive to resolve any complaints we receive as promptly as possible, however some cases may be more complex and therefore require more time to fully investigate.

If your complaint is resolved by our management team by the close of business 3 working days following receipt, you will receive a summary of this, along with your rights for further escalation should you subsequently remain dissatisfied.

If your complaint remains unresolved after the close of business 3 working days following receipt, this will be escalated to the Complaints Team, who will acknowledge your complaint in writing. Our Complaints Team may need to contact you if further information is required to allow us to better understand your concerns and investigate the matter appropriately. Within eight weeks of receiving your complaint, our team will either send you their final response confirming the outcome of their findings, or confirm that an extension is required, explaining why this is the case and indicating when they expect to be able to complete their review and provide their final response.

Financial Ombudsman
If you are dissatisfied with the outcome of our final response communication, you have the right to complain to the Financial Ombudsman Service (FOS), but must do so within six months of the date of our final response. We will provide you with a FOS leaflet titled ‘Your Complaint and the Ombudsman’ along with our final response. This leaflet outlines how to complain to FOS and how their complaints process works.

The FOS can be reached via the below contact methods:

By Telephone:
0800 023 4567 or 0300 123 9123

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

By Post
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

For further information about the Financial Ombudsman Service, you can also visit www.financial-ombudsman.org.uk

IVA Customers
If you have a complaint about the way your Individual Voluntary Arrangement has been handled, you can contact the Insolvency Service – the Government agency responsible for authorising and regulating the insolvency profession.

The Insolvency Service has set up a ‘Gateway’ service on their website for customers to report complaints via the completion of an online form. This can be found at the link below:

https://www.insolvencydirect.bis.gov.uk/contactus/ipcomplaint/complaintform.htm

Once completed, this form can either be printed and posted to the Insolvency Service, or saved as a PDF and emailed to them, via the details below:

By Post:
IP Complaints
Insolvency Service
3rd Floor
1 City Walk
Leeds
LS11 9DA

By Email:
ip.complaints@insolvency.gsi.gov.uk

If you have any queries about the Insolvency Service complaints process, you can call their enquiry line (open Monday to Friday 9:00am -5:00pm) on 0300 678 0015.

Freephone 0800 009 6211

100% CONFIDENTIAL

Consumer Information Service only gives advice, we do not provide any debt solutions and we do not charge for our advice. If during our conversation with you and after discussing the options that are available to your personal situation you decide a debt solution is the most appropriate option for you, then we offer a no obligation referral to carefully selected debt solution providers for which we may receive a referral fee.

Some debt solutions involve fees to you. These fees will always be explained to you and can differ depending on your circumstance. Any fees will be confirmed in writing from the debt solution provider before any agreements are signed.

Consumer Information Service is a trading name of Consumer Claims Service Ltd, registered in England and Wales, Company Number 9703609. Unit 1 Mallard Court, Crewe Business Park , Crewe CW1 6ZQ. Data Protection Registration Number: ZA145229 Consumer Information Service is an Appointed Representative of Debt Help Ltd authorised and regulated by the Financial Conduct Authority 782878. 

The following information about dealing with creditors is available from the Government:

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