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Complaints Procedure for PPI Claims

123 Debt Solutions Ltd are committed to achieving the highest standards in the products and services we provide in particularly in dealing with our customers. However, there are times when you are unhappy with the services we provide and times when things go wrong.

The information below sets out our internal complaints procedure and is in place to ensure that we resolve complaints quickly and satisfactorily. This gives us the opportunity to put matters right for you and improve our services for everybody.

How to make a complaint

If you are unhappy with the service we have provided, you can make a complaint by calling the complaints team on 0151 252 0111, or putting this in writing or any other suitable means, and addressing this to the Complaints Officer 123 Debt Solutions Ltd, Unit 10A-D, Dryden Road, Wavertree Technology Park, Liverpool L7 9PG, by fax to 0151 221 0893 or by email to  .

Giving us details of your complaint

If you want to complain, please provide the following details.

  • A clear description of your complaint or concerns
  • If appropriate, the person you are complaining about and what it is you consider they did wrong

How we will deal with your complaint

We will do our best to sort out your complaint immediately and it is the company's objective to resolve a complaint satisfactorily within 10 working days, and we will acknowledge your complaint either in writing or electronically within 5 days.

Depending upon the nature of the complaint a more detailed investigation maybe required in which case the process may take longer. If this happens the Complaints Officer will, within five business days of receipt of your complaint, send to you:-

  • A written acknowledgement giving the name of the person who will be dealing with your complaint together with details of our complaints procedure.
  • An indication of how long it will take to resolve your complaint.

Once we have done this, we will then do the following:-

  • Keep you informed of our progress.
  • We aim to resolve complaints within 4 weeks. If we are not able to do so, we will always write to you explaining what is happening and when we expect to sort out your complaint.
  • Once all information has been considered you will be contacted to confirm the outcome of our findings.
  • If your complaint is upheld, how we intend to rectify the situation.
  • If your complaint is not upheld, our reasons for coming to this decision.

What to do if you are dissatisfied with our decision

If you still remain dissatisfied with our final response or eight weeks have passed since you first letter to us about your concerns, you can ask the Legal Ombudsman to review your complaint. The Legal Ombudsman provides an independent service for customers to solve disputes with Claims Management Regulated firms and their details are:-

Legal Ombudsman
PO Box 6806,
Wolverhampton,
WV1 9WJ

Email Address:  
Contact: 0300 555 0333

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