IVA Debt Advisor Policy

This policy sets out the details of the complaints procedure we operate to try to resolve any complaints you may have in regard to the services that we provide to you. We aim to resolve all complaints quickly and satisfactorily.

What our complaints procedure covers:

Our procedure covers any complaints you may wish to make in regards to the service we have provided to you. These may range from the manner in which we have dealt with you to the quality of the information we have provided, alongside any dealings on your behalf.
If you are unhappy with the service we have provided you should discuss the situation with one of our advisors. Should you be dissatisfied with the explanation we have given then your complaint will be forwarded to our Compliance Department.
Any written letters of complaint should be sent to our Compliance Department.

How we will action your complaint:

Our Compliance Department will investigate the contents of your complaint and we may need to contact you for any additional information to help us better understand your complaint. We will launch a full investigation into the points you have made and discuss
the details of your complaint as appropriate. Once we have thoroughly investigated your complaint you will be contacted to discuss the steps we will
take to put right the complaint and what we can do to ensure this problem doesn’t reoccur. It is our goal to resolve a complaint satisfactorily within
3- 4 weeks, although a more detailed investigation may take longer. We will inform you of the expected time scale required when we begin investigating
your complaint.

Your rights:

We hope that you will accept the decision of our Compliance Department. If this should not be the case, you remain free at all times to seek independent advice.

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