Customer Charter and Complaints Procedure

As with all debt management companies, there are downsides to all debt solutions as well as the positive results that we achieve. We need to help you decide if the upsides outweigh the downsides.

In order to show complete transparency, we are dedicating this page to those downsides so that it will help you decide which is the best option for you, however, your field advisor will take you through all of the positive and negative points when they visit you.

Your personal debt situation is really important to us and we pride ourselves on giving the very best standards of service at all times.

This Client Charter sets out all of our commitments to you. It includes our customer service Charter, our complaints procedure, and our refund policy.

Netchwood networks promise;

• To act in your best interests at all time.
• To comply with all applicable law.
• To keep your information in strict confidence and disclose it only as necessary to manage your debts.
• To comply with the OFT Debt Management Guidance 2008
• To ensure that all of our employees are fully trained to provide the service you deserve and that they are all aware of and comply with the OFT guidelines and data protection procedures.
• To keep you informed of the outcome of negotiations with your creditors and any significant developments as they occur.
• To provide you on request your current statement of your position at least once a month.
• To keep the money that you pay to us, other than your initial instruction fee and a monthly management fee in a separate client account and pay it to your creditors within 24 hours of its clearance.
• To review your plan every six months with a view to clearing your debt as quickly as we possibly can.
• In the event that you end your plan early, we will refund you any money intended for your creditors, which has not already been disbursed by us, and inform your creditors within seven days that we are no longer acting for you.
• At the beginning of your plan, if you decide to change your mind before we have carried out any work, we will refund your initial fee within seven days.
• To return all documentation to you at the end of your plan.
• To deal with any complaint in accordance with a written complaints procedure, as noted below.

If you feel that we haven't lived up to your expectations in any way at all, we would like to know about it and we will address your concerns straight away.

Initially, please call us on (01746) 712080 and ask for Joy.

She will respond to you within 24 hours to ensure she has fully understood your complaint.

Your complaint will be investigated within an hour of that response letter, and she will respond to you via letter or via phone call.

If she is unable to resolve the problem, she will pass your complaint to a more senior manager, who will endeavour to resolve the issue immediately. This may involve a face-to-face meeting.

If you are unhappy with the results. You may wish to contact the financial ombudsman.

He can be found at the following address;

Financial Ombudsman Service,

South Quay Plaza,

183 Marsh Wall

London

E14 9SR

If you would prefer to put your complaint in writing, you are more than welcome to do at;

Miss Joy Lee

Netchwood Networks Ltd

5 Churchill Court

Faraday Court

Bridgnorth

Shropshire

WV15 5BB

We will respond within 24 hours of receiving your letter