Debt Release Direct Procedures
Release Money Group Limited values each and every customer. In the unlikely event that you should not be happy with a product or service provided by us, we do our best to put things right. Any complaint will be dealt with in an efficient, fair and positive way as described below.
Stage 1
• Upon receipt of a complaint, a refund / complaint form is completed with as much information as possible and passed to the departmental manager of the receiving department.
Stage 2
• The departmental manager will decide if the complaint can be dealt with by the end of the next working day and do so if possible, and arrange for the customer to be advised.
• If the complaint is more complex or requires investigation before a decision can be made, the manager will pass the complaint onto the Compliance Department by the end of the next working day and advise the client.
Stage 3
• Compliance Department will enter details of the complaint onto company records for tracking purposes.
• Compliance Department will acknowledge receipt of the complaint in writing, within 5 working days from stage 1, but usually within 48 business hours.
Stage 4
• We will investigate your complaint and endeavour to send our final response letter to you within 4 weeks of stage 1. If we are unable to provide you with a final response within this time we will send you an update. The final response letter is our final decision following the investigation of your complaint in a fair and impartial manner; based on actual information we have available to us.
Stage 5
• We will endeavour to send our final response letter to you within 8 weeks of stage 1.
• If we are unable to provide you with a final response within this time, we will write to you explaining why and advise when we expect to reach a final response.
Finally
• If you have not received a final response letter from us within 8 weeks of the complaint date (stage 1), or you are dissatisfied with the decisions in our final response letter, you can write to:
The Debt Resolution Forum.
(Not applicable for complaints relating to Release Money Limited for mortgage or insurance business)
Third Floor
Nelson House
Timperley
WA14 5BZ
Tel: 0161 905 8372
www.debtresolutionforum.org.uk/complaints-procedure.php
OR
• The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London. E14 9SR.
• If you choose to write to FOS to express your dissatisfaction with how we handled your complaint, you must do so within 6 months of the date of the final response letter.