DAS COMPLAINTS PROCEDURE – SIMPLE FINANCIAL SOLUTIONS LTD

DAS services are provided through Simple Financial Solutions Limited. Simple Financial Solutions Ltd is registered in Scotland (No SC382881) and is authorised and regulated by the Financial Conduct Authority in respect of its consumer credit-related activities, FCA registration no 641275.

A party who has a complaint, is dissatisfied with the service provided or would like to suggest how our service could be improved should write to Thomas Fox, Authorised Money Adviser at Simple Financial Solutions Ltd, Sovereign House, Suite 03, 58 Elliot Street, Glasgow, G3 9DZ or by email to thomas.fox@simple-fs.co.uk.

The complaint will be acknowledged promptly, normally within 2 working days. If a full detailed response cannot be provided immediately thereafter, a timescale will be given by which time a detailed response will be sent. This timescale would normally be no longer than 10 working days. If the detailed response is delayed for any reason then the complainant will be informed.

The Authorised Money Adviser will establish the background facts as quickly as possible and ask the complainant for any further information as may be required in order to deal with the matter properly.

All telephone calls are recorded and retained for the duration of the Debt Payment Plan under DAS. These call recordings will be available to aid the Authorised Money Adviser when a complaint is being investigated.

The Authorised Money Adviser will provide a full and clear explanation of his findings and if an error has been made, the Authorised Money Adviser will attempt to rectify the error promptly and offer an apology.

If the complainant remains unsatisfied with the response given by the Authorised Money Adviser he may then direct his complaint to Alex McGarvey, Managing Director at Simple Financial Solutions Ltd, Sovereign House, Suite 03, 58 Elliot Street, Glasgow, G3 9DZ or by email to alex.mcgarvey@simple-fs.co.uk.

The Managing Director will undertake to review all correspondence in connection with the complaint and provide further assistance, if possible, in order to resolve the complaint.

The complainant will be kept aware of the steps that are being taken by the Managing Director to review and respond to the complaint, the likely timetable for the response, and the reasons for any delay.

At any time the complainant can direct their complaint to the Insolvency Complaints Gateway operated by the Insolvency Service at http://www.bis.gov.uk/insolvency/contact-us/ip-complaints-gateway and/or to the DAS Administrator, the government agency that supervises DAS in Scotland.

If the complainant has not received a satisfactory response within eight weeks of submitting their complaint they will also be able to refer their complaint to the financial ombudsman. Thomas Fox is licensed to act as an insolvency practitioner by the Insolvency Practitioners Association, Valiant House, 4-10 Heneage Lane, London, EC3A 5DQ.

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