Complaints

Complaining about us

Write to complaints@mydebtcleared.co.uk or to our registered office. Tell us what happened, when, and what you would like us to do about it.

We will acknowledge within three working days, and give you a substantive response within eight weeks. If we cannot resolve it in that time we will tell you why and when you can expect an answer.

Complaining about a firm we introduced you to

Complain to that firm first — they are required to have a complaints procedure and to tell you about it. If you are not satisfied with their final response, or you do not receive one within eight weeks, you can refer the complaint to the Financial Ombudsman Service. That service is free.

Please also tell us. A complaint about a panel firm is something we need to know about, and a pattern of them is grounds for removing a firm from our panel.

Complaining about an insolvency practitioner

Complaints about a licensed insolvency practitioner go through the Insolvency Complaints Gateway, which routes them to the practitioner's authorising body.

Complaining about how we handled your data

Contact us first. If you are not satisfied, you have the right to complain to the Information Commissioner's Office. Our registration reference is on our regulatory disclosures page.

Complaining about our advertising

If you believe something we have published is misleading, the Advertising Standards Authority takes complaints about UK advertising, including websites. We would rather you told us first so we can fix it, but you are entitled to go straight to them.