Complaints Procedure

Debt Monkeys Ltd, are committed to providing a high standard of service to all our customers. Any complaint is taken seriously and is dealt with promptly and professionally in accordance with our internal complaints procedures.

Our complaints procedures are designed to resolve our customers' concerns quickly and efficiently.

Debt Monkeys will not consider any complaint that is made more than six months after the complainant became aware of the cause for complaint. In practice, this means six months after Debt Monkeys is first notified of the complaint.

How do I make a complaint?

If you have a complaint or any suggestions about any part of our service, please contact us using the details below:

Customer Relations Team,
Debt Monkeys Ltd,
PPI Complaints,
77-79 Lee Lane,
Horwich,
Bolton,
BL6 7AU

Or email complaints@debtmonkeys.co.uk

To raise your complaint by telephone, please contact the department you have been dealing with.

How we will handle your complaint

We will do our upmost to resolve any compliant immediately, this may in some instances take some time but we'll do our best to complete our enquiries as soon as we can.

Once a complaint has been received, we will send you an initial acknowledgment either in writing or via email within five working days of receipt.

Within four weeks of receiving a complaint, Debt Monkeys Ltd will send the complainant either:

• A final response or
• A holding response, which explains why we are not yet in a position to resolve the complaint and an indication as to when Debt Monkeys Ltd will make further contact (which will be within eight weeks of receipt of the complaint)

We'll do our best to resolve your complaint within eight weeks from initial acknowledgement, if your complaint does take longer to investigate, we'll send you a letter at the four weeks providing you with an update on our investigations so far.

Debt Monkeys will, by the end of eight weeks after its receipt of a complaint, send the complainant either:

• A final response or
• A response which:
  1. explains that the business is still not in a position to make a final response, gives reasons for the further delay and when it expects to be able to provide a final response and
  2. Informs the complainant that he may refer the handling of the compliant to the Claims Management Regulator if he / she is dissatisfied with the delay.

Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress. If we do not hear from you within fourteen days of receiving our response, we will assume that your complaint has been resolved and your file will be referred back to the relevant department.

Please note that the Regulator will only intervene once all steps of the Company's in-house complaints procedure have been followed. The Regulator can review the handling of the complaint and give direction on further handling of the complaint. However, they cannot determine a complaint or award compensation.

Please write to the following:

Claims Management Regulator,
PO Box 7824,
Burton on Trent,
Staffordshire,
DE14 9DP

Telephone: 0845 450 6858

Email: info@claimsregulation.gov.uk

Debt Monkeys Ltd will retain records of complaints and responses to those complaints which will be made available to the Regulator on request.