Customer Charter

This charter explains how we will help you come up with your own plan and sets out what you can expect from us and what we expect from you.

Our aims:

  • To give you the knowledge, support and encouragement required in order that you are empowered to take more control of your situation.
  • To understand your individual circumstances so that we can share information with you about free advice and support you could access that is relevant to your circumstances and that may help you.
  • To share information with you on how you can better manage your account with the company that has asked us to contact you. This may include ways to make it easier or quicker to manage your account, ways to access extra help you might be eligible for and ways to reduce future bills or payments.
  • To help you come up with your own plan: simple steps that might make a big difference to some of the challenges you face.
  • To help you demonstrate to any businesses that you owe money to that you are taking reasonable steps that may improve your ability to pay them. In doing so this may prevent all your overdue bills being sent to a debt collection agency.

Our commitment to you:

  • We will take an empathetic approach and be patient when listening to you.
  • We will never judge you, your situation or anything you share with us.
  • We will take time to clearly explain some options and their benefits so that you can decide which course of action is best for you.
  • We will not give you advice or insist you do anything you do not want to do.
  • We will never ask you for payment nor can we accept your payment.
  • We will always respect your choice. This includes whether you would like to speak directly with the company that has asked us to contact you (e.g. after we have discussed the support they have available to people in similar circumstances to yours, and where we may ask if you would like to speak with them).
  • We will keep your personal information safe and ensure it is protected in line with our privacy policy.
  • We will use your feedback to improve our service to future customers.

What we ask in return:

  • You will be open and honest with us.
  • You will treat our people with respect.
  • You will be open to receiving our support, encouragement and information.
  • You will try your best to stick to any plan that we have helped you come up with.

If you feel we have let you down:

  • If you feel we have let you down we really want to hear about it so we can put things right and to help us do better next time.
  • Whilst the work we do for you does not fall under any particular regulation, we are part of an FCA authorised company and we set ourselves a really high bar for customer service and for achieving great consumer outcomes. For that reason, our complaints procedure has been designed in line with the very high standards set by the FCA for Financial Services organisations and we want to explain that here for you now.
  • Talk to us – If you are unhappy with the service you have received, please let us know. Tell us how you’re feeling and where we went wrong and we can get to work fixing it for you and for the other people we are helping. You can let us know using any of the following means:
  • As soon as we know you aren’t happy, whoever receives your message or call will try to resolve the issue straight away. If we can, and you accept the outcome we give you, we will write to you to summarise what’s been agreed and get on with fixing the problem.
  • If we can’t quickly find a solution, we’ll take it away and investigate what happened, what we did and what, if anything, we could have done better. We will write to you to manage your expectations and we will look to resolve the issue as quickly as we can.
  • If, for some reason, it takes a bit longer to resolve your complaint, we will always write to you every 4 weeks to keep you updated. But rest assured our aim is answer any complaints within 2 weeks. As soon as we have an answer, someone will call you to explain and we will follow up with a letter to explain:
    • Our understanding of the issue
    • Our investigation
    • Our decision / outcome
    • The reasons for our decision
    • What we have done to rectify the situation
    • Any redress or compensation we are offering
    • Your rights and next steps
  • If you’re still unhappy, where you can go next will depend on who passed us your details in the first place. We will be sure to explain your options in our calls and letters so that you are never left feeling like you haven’t been heard or have nowhere to go.
  • Occasionally we might not be able to solve an issue because it is outside of our control, but we promise to always listen and explain your options clearly.

We’re here to help you... just call us on 0800 061 2172