We are committed to providing debt solutions of the highest quality and we take any complaint about our service very seriously.
If you feel that we haven’t lived up to your expectations in any way, we would like to know so that we can promptly address your concerns. We are dedicated to reaching an equitable solution and a speedy redress to any material complaint.
Caledonian Insolvency Services has a written Complaints Procedure. To voice your concerns, please follow our 2 step procedure.
Step 1 – Let your usual point of contact know, and inform us of your concern and how you think it could be resolved by:
1. Calling the Case Manager, or Complaints Officer on – Monday to Friday 8:30am to 17:00 pm; or
2. Email: firstname.lastname@example.org or
3. Writing to:
Caledonian Insolvency Services
4th Floor 58 Waterloo Street, Glasgow, G2 7DA
We will do all we can to resolve your complaint by the end of the next business day. If we are unable to do this, we will write to you within five working days to tell you what we have done to resolve the problem, or acknowledge your complaint and let you know when you can expect a full response.
We will also let you know the name and contact details of the person dealing with your case. Whilst we have eight weeks to issue our final response, we will try and resolve your complaint within this timescale, though this can be dependent on the complexity of the case.
Step 2 – Financial Ombudsman Service
If we haven’t issued our ‘final response’ within eight weeks from the date you first raised your complaint, or if you remain dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review.
The Ombudsman will only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we will do all we can to help.
You have to register a complaint with the Ombudsman within six months of receipt of our final response.