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Call our Debt Helpline on: 0161 5372015
Out of office hours call: 0161 5372014
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Complaints Procedure

We always aim to provide a high standard of service to every customer. If you are unhappy, for any reason, with the service we provide to you, we would welcome your feedback and the opportunity to put things right. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our customers.

If you have a complaint

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing.

Please send any written complaint to: Compliance Department, Clear Advice Services Ltd, Park Lane House, 3 Elm Grove, Didsbury, Manchester, M20 6PQ.

Please send an email to the following email address for any electronic complaint: complaints@clearadviceservices.co.uk

Please call the following number for any telephone complaint: 0161 5372013

Our Compliance staff will contact you within three working days to confirm receipt of the complaint.

The Compliance staff will then fully review the complaint before issuing a letter of response within ten working days of the complaint.

To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department you have been dealing with. It will help us to deal with your complaint quickly if you can provide the following information:

  • your full name and address and a daytime contact telephone number
  • full details of your complaint
  • your account details and any policy numbers
  • details of what you would like us to do to put things right
  • photocopies of any relevant paperwork


We will try to resolve your complaint immediately; however, sometimes this may not be possible. If we are unable to resolve your complaint by the end of the next business day, we will acknowledge your complaint in writing within five working days and provide details of the person who will be dealing with your complaint.

We may ask you for further information to allow us to better understand your concerns. Once we have completed our investigation we will tell you our findings and, if appropriate, how we will put things right.

If we are unable to send a final response to your complaint within four weeks we will write to you or telephone you explaining why we have not yet resolved the complaint and indicating when we will contact you further. If your complaint is particularly complicated, we will keep you informed of the progress of our investigations.

If we are unable to provide a final response within eight weeks, we will confirm this in writing and provide a timescale within which you can expect a final response. If, at this time, you are dissatisfied with the delay, you may refer your complaint to the Financial Ombudsman Service.

Complaints can be sent to the following address:
Complaints Manager, Clear Advice Services Ltd, Park Lane House, 3 Elm Grove, Didsbury, Manchester, M20 6PQ.

The Financial Ombudsman Service
​If you are not satisfied with our final response, you have the right to complain to the Financial Ombudsman Service, their contact details are below. You must do this within six months of our final response.

When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory guide. Alternatively, you can obtain a copy from:

Financial Ombudsman Service, Exchange Tower, London E14 9SR

www.financial-ombudsman.org.uk

Or by Calling: 0800 023 4 567 - calls to this number are now free on mobile phones and landlines

Or 0300 123 9 123 - calls are charged at the same rates as 01/02 numbers on mobile tariffs

Or +44 20 7964 0500 if you are calling from outside the UK

Our Expertise

All of our specialist debt advisors at the Clear Advice Services have over 10 years of experience in the Debt advisory sector...

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Contact Us

Call: 0161 5372015
Out of office hours: 0161 5372014
Email: info@clearadviceservices.co.uk
Questions? Simply send us a message via our online form.

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