Complaints

1. Introduction

Free Debt Solutions (“we”, “us”, “our”) is committed to handling complaints in a fair, transparent, and consistent manner. We aim to resolve concerns as quickly as possible and ensure that anyone who contacts us feels heard, respected, and supported.

This Complaints Procedure explains how you can raise a concern, how it will be reviewed, and what you can expect from us.

2. What You Can Complain About

You may make a complaint if you are dissatisfied with any aspect of your experience with Free Debt Solutions, including:

  • How your enquiry was handled
  • The clarity or accuracy of information provided about our service
  • Delays or failures in responding to your contact
  • How we collected, used, or managed your personal data
  • The conduct or behaviour of our staff
  • Any part of the enquiry referral process

 

We take all concerns seriously and treat every complaint as an opportunity to improve our processes and service standards.

Free Debt Solutions does not provide debt advice, make recommendations, or manage debt solutions. Our role is limited to collecting enquiry details and introducing individuals to FCA-authorised and regulated firms or Insolvency Practitioners.

3. How to Make a Complaint

You can contact us using any of the following methods:

To help us investigate efficiently, please include:

  • Your full name
  • Your contact details
  • A clear description of your concern
  • Relevant dates, if known
  • Any supporting information you feel is helpful

4. What Happens Next

  • 4.1 Acknowledgement

    We aim to acknowledge your complaint within 5 business days of receiving it, confirming that it is under review.

  • 4.2 Investigation

    A member of our Compliance Team will:

    • Review the details of your enquiry
    • Check relevant records and communications
    • Speak with staff involved where necessary
    • Assess whether our internal standards and procedures were followed

  • 4.3 Response

    We aim to provide a final response within 14 business days. If the matter is more complex and requires additional time, we will inform you and provide an updated timeframe.

    Our response will include:

    • A summary of the issue raised
    • The outcome of our review
    • Any actions taken, where appropriate
    • Guidance on next steps if you remain dissatisfied

5. If Your Complaint Relates to Another Organisation

Once your enquiry has been passed to an FCA-authorised and regulated firm or an Insolvency Practitioner, that organisation becomes responsible for the services, explanations, and support they provide.

If your complaint relates to:

  • Debt advice or explanations you received
  • A debt solution being discussed, arranged, or managed
  • Ongoing communication from that firm
  • Administration of an IVA, DMP, DRO, bankruptcy process, or Scottish solution

You may need to contact that organisation directly using their own complaints procedure, as they are responsible for handling matters relating to their service. We will assist, where possible, by helping you identify the correct organisation to contact.

6. If You Remain Dissatisfied

If your concern relates to how we have handled your personal data and you are not satisfied with our response, you have the right to raise the matter with the Information Commissioner’s Office (ICO).

Information Commissioner’s Office (ICO)

www.ico.org.uk

7. Continuous Improvement

All complaints are recorded and reviewed by our Compliance Team to:

  • Identify recurring issues
  • Improve communication and internal processes
  • Support staff training
  • Strengthen service quality and consistency

We treat feedback and complaints as an important part of maintaining responsible and transparent operations.

8. Contact Details

For any complaint or feedback, please contact:

Free Debt SolutionsSuite 25, Lavenham Business Centre, Parsons Street, Oldham, OL9 7AH
Email: info@freedebtsolutions.co.uk
Phone: 0203 793 4392