Complaints Policy

If you are unhappy or have any concerns about any aspect of our service, please write to:

The Complaints Officer
Debt Advice Foundation
1 Anchor Court
Commercial Road
Darwen
BB3 0DB

We will acknowledge your complaint within three working days.  The Complaints Officer will investigate your complaint and will aim to provide a full written response within four weeks.  We would hope to reach a satisfactory resolution to your concerns at this stage.  If circumstances mean it is not possible to respond within four weeks, we will explain why and provide you with an estimated timeframe for responding.

If you are unhappy with the outcome of your complaint, you can request that your complaint is reviewed at a higher level within the organisation.

If we cannot reach an agreement and resolve your complaint, a final response letter will be provided to formally set out the charity’s position. You will also be provided with details of the Financial Ombudsman Service (FOS), an independent service set up by Government to investigate consumer complaints.  You must contact FOS within six weeks of receiving our final response to your complaint.