Here at Fresh Start UK we are committed to providing a service of the highest quality, and we take pride in what we do.  However, we do understand that sometimes things can go wrong.

If you are dissatisfied with the service you have received, we would like you to let us know your concerns.

You can call, email, or write to us – whichever is most convenient for you.  Our contact details are as follows:

How to let us know.

Telephone

01482 247999 – Monday to Thursday 9 am to 7 pm, and Friday 9 am to 4 pm

Email

complaints@freshstartltd.com

Post

Compliance Department
Fresh Start UK Debt Management Limited
48-50 Lowgate
Hull
HU1 1EN

What will happen next?

If we cannot immediately resolve an issue to your satisfaction, we will aim to resolve it within 3 working days.

When resolved within 3 working days, we will send a Summary Resolution Communication, confirming that the complaint has been resolved and that we consider the matter closed.

Should it not be possible to resolve the complaint within 3 days, we will:

• Acknowledge your complaint by letter or email.
• Let you know the progress made so far and when you can expect a full response.
• Give you details for the Financial Ombudsman Service.
• Provide a final response within 8 weeks of the complaint being raised.

Any verbal or written complaint will be referred to our Compliance Officer, or a member of the management team.

Financial Ombudsman Service

If we do not provide our final response to you within 8 weeks of the complaint being raised, or if you are dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review.  This should be done within 6 months of us issuing our final response.

You may contact the Financial Ombudsman Service by writing to them at:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Alternatively, you may call them on 0800 023 4567, or email: complaint.info@financial-ombudsman.org.uk

Further information may be found on their website at: www.financial-ombudsman.org.uk