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Complaints Policy

1. How to make a complaint

Complaints can often be a result of a misunderstanding which can often be resolved quickly by providing further information. As such in the first instance we would always like the opportunity to discuss any concerns over the telephone 0800 876 0 999.

2. What we do when we receive a Complaint

On receipt of a complaint from any source the details are passed to our Complaints Officer for acknowledging and further investigation. If the Complaints Officer is the person being complained about the details of the complaint will be passed to another person who is more senior or equally senior to the Complaints Officer.

3. Acknowledgement

All complaints will be acknowledged as soon as possible and in any event within 5 business days of receiving the original complaint. This acknowledgement will either be in writing or by email.

4. Review Process

Within 4 weeks of receiving the initial complaint will contact you either in writing or by email with either a final response or an explanation of why further investigation is necessary.

In exceptional circumstances where extensive further investigations are necessary, then within eight weeks of the initial complaint we will contact you again by letter/email either with a final response or a full explanation:

  • Setting out why the matter is still unresolved.
  • Giving a full summary of our investigation to date and explain why we have not been able to conclude the matter. Also indicating when we expect to be able to give you a final response.
  • Explaining that you may refer the handling of the complaint to the Financial Ombudsman if you are unhappy with the delay.

5. Final Response

Once the investigation is completed then our Complaints Officer will send you a Final Response by letter or email with an appraisal of the matter and outlining our offer to settle the matter if appropriate. This will be within 8 weeks of receiving the initial complaint.

6. Settlement

Any compensation we offer to resolve the complaint will be a fair offer taking all the facts into account. A settlement may include:

  • A written apology
  • An offer to put the thing complained about right
  • Financial compensation

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Important Information

IVA.co.uk does not provide debt advice. You must always seek professional advice before taking any action to resolve your debts. If you use the IVA Calculator or call the IVA Helpline, we will pass on your details or connect you to one of our partners who will contact you and explain all the options available to you. With your permission they can connect you with authorised debt solution providers who can process an application for you

IVA.co.uk does not charge you any fees for use of our forum or the IVA Calculator, however we do get paid by our sponsors and the partners we work with. Our partners charge fees and those vary depending on the partner and the debt solution. Customers should refer to our partners' websites for more information regarding their services.

Before entering into any debt solution you should ensure that you have considered the implications. Failure to keep up with repayments can result in bankruptcy or legal action. Lenders are not obliged to accept less in settlement of a debt than they are entitled to or to freeze interest or charges. Not all solutions involve debt write off and some solutions may result in the total amount payable increasing, or the period over which it is to be repaid increasing. Debt solutions will affect your credit rating which records all financial activity for 6 years. Your assets and property could be at risk in some solutions. Conditions apply and each application will be subject to acceptance and eligibility.

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