Complaints Policy - Debt Advice Foundation

Complaints Policy

The charity aims to deliver a high standard of service at all times.

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

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.

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If you’re unable to call our free debt helpline number 0800 043 40 50 right now, you can fill in the form below and one of our advisors will call you back at a time of your choosing.

Call for FREE debt advice on

0800 043 40 50

Monday to Friday 8am to 6pm