Any customers (or their authorised representatives) of Jigsaw Group and its members, can make a complaint specifically relating to debt advice matters. Debt advice is an activity related with the Financial Conduct Authority and relevant complaints are subject to their dispute resolution rules.
Our Debt Advice Complaints Policy is supplementary to the Group’s general Complaints Policy and details our approach when dealing with complaints relating specifically to debt advice.
The Group’s Operations Director of Finance will determine which complaint procedure should apply and who should respond to the complainant.
If you require support to raise your complaint please contact us and ask for the Chief Executive’s Department. We will assess customer needs on the specific circumstances of each case in line with the Equality Act 2010.
On receipt of your complaint we will contact you to gather sufficient information to help us determine whether your complaint should be handled under this policy or our general Complaints Policy.
If your complaint is considered to relate to debt advice (then we will follow the Debt Advice Complaints Policy.
We aim to respond to complaints promptly; our timescales are explained further in this policy under the relevant headings. Sometimes it may not be possible to respond fully to a complaint within these timescales, but we will always keep you informed of any changes and advise you when you can expect a reply.
Stage 1 – Investigation
We will acknowledge your stage 1 complaint within 5 working days of receiving your complaint.
Stage 1 is a formal investigation and we will assign an independent investigating officer to investigate your complaint for you. The investigating officer will provide you with a full written response, which will normally be sent within 10 working days from the formal acknowledgment of your complaint. If they need more time to investigate your complaint, they will always keep you informed, along with the reason why and when you can expect a response.
Stage 2 – Review
If after your complaint has been investigated, you are unhappy with how your complaint has been dealt with, you can request a review. You will need to make this request within one month of your stage 1 response being sent to you. We will acknowledge your stage 2 review within 5 working days of receipt. The Review step will be handled by an officer who has not previously been involved in your complaint.
We aim to respond to a stage 2 review within 20 working days from receipt of your request for review. If we need more time to review your complaint we will always keep you informed, along with the reason why and when you can expect a response.
Our response at stage 2 is our final response to your complaint and the end of our internal complaints process. If you are still not happy with the final response to your complaint, you may refer your case to the Financial Ombudsman Service (FOS).
Information about the Financial Ombudsman Service (FOS) can be found online at http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm
Contact details for the Financial Ombudsman Service are:
The Financial Ombudsman Service
Phone: 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
