Complaints and Compliments

We had made easier for you to Complaints and Compliments as we love to hear from you. So just follow the below steps to make the process smooth. National Advice is committed to giving its clients the highest standards of service and customer care. If you believe that we have not succeeded in achieving this, we encourage your feedback to enable us to rectify any concerns and improve upon our services.

You can contact us by:

Phone – +44 161 5131003

E-Mail – debtfree@nationaladvice.co.uk

Post – Deanway Technology Centre Building, 2 Wilmslow Road, Handforth, Wilmslow, England, SK9 3FB

If you need any help when making your complaint then please let us know and we will assist you as much as we can.

We encourage you to provide details about yourself and your concerns so that we can directly attempt to redress the potential problem.

We also encourage you to advise us in regards to what action you would like us to take to resolve your complaint.

Please note that we may refer details of your complaint to our Principal- Pebble Protection Limited.

How long will it take?

Our aim is to start investigation into your concerns straight away and will aim to resolve your complaint within a time scale of 4 weeks.

We will contact you regularly until your complaint has been resolved. If your complaint is particularly complex, it may take longer to resolve.

In all cases we will send a final response within a time scale of 8 weeks of receiving your complaint.

If it takes more than 8 weeks after receiving your complaint to reply to you, or you think the outcome has not resolved the complaint, as we are authorised and regulated by the Financial Conduct authority you can escalate the matter to the Financial Ombudsman Service. We will enclose a leaflet from the Financial Ombudsman Service in our final response letter to assist you if you decide to pursue this further course of action.

Financial Ombudsman Service

You should contact the Financial Ombudsman Service (details below) within six months of receiving our final response to your complaint.

The Financial Ombudsman Service

Post: Exchange Tower, Harbour Exchange, London E14 9SR

Web: www.financial-ombudsman.org.uk

Telephone: 0300 123 9 123 or 0800 023 4 567