Basis of the letter was originally posted on this thread but amended (and for you to amend as you see fit):
Email your complaint directly to DFD complaints officer at
complaintsofficers@fairpoint.co.uk
BUT also email to
complaints@demsa.co.uk
AND also complain to the Insolvency Service given the length of time that this has been ongoing which I assuming menas you are coming to your arrangement now.
See template below (letter of Complaint). Amend as required, maybe a friend could help you.
Dear Sir or Madam
I wish to lodge a formal complaint about my Supervisors ([ENTER YOUR IP’s NAME HERE]) and/or Debt Free Directs failings to act promptly in the matters pertaining to possible early settlement of my IVA that myself and my late Husband held jointly.
This matter has been ongoing since November 2015 and even though I have supplied a copy of my husband’s death certificate (as requested) and have been communicating with your customer support team via telephone and email. I have not receive any communication that has given a clear indication as to whether or not my creditors are in acceptance to my offer of early settlement and/or what is the next course of action in regards to my husband passing away.
Therefore I now require that [ENTER YOUR IP’s NAME HERE] my Supervisor or Debt Free Direct provide an unambiguous explanation as to what are the current impediments they are experiencing, that is the direct cause for them not coming to a satisfactory conclusion to my offer of early settlement and/or advising what course of action needs to be undertaken by my Supervisor or me in relation to my husband passing away.
I believe that this is a fundamental breach of your responsibility to communicate with debtors and creditors in a timely manner primarily caused by staff being unwilling to accept responsibility for the actions needed leading to severe maladministration of my agreement.
Also, I believe that DFD is in breach of the DEMSA Code of Conduct and in particular Section 11 Vulnerable Customers. This states:
Members must have in place policies for dealing with particularly vulnerable customers and deal with them appropriately. Vulnerable customers include: #61623; Customers who disclose recent, significant medical problems #61623; Customers who disclose (or clearly exhibit) difficulties in understanding financial or legal issues – and who may need family support in such matters #61623; Customers who disclose recent bereavements or relationship issues that have contributed to their debt problem #61623; Customers with mental health conditions or where the firm may reasonably suspect the existence of a mental health condition. Advisers must receive training in dealing with vulnerable customers and should be aware of the MALG “Good Practice Awareness Guidelines for helping consumers with mental health conditions and debt” and the DEMSA “Identifying Customers in Vulnerable Circumstances” guide.
During the period November 2015 to date I believe that DFD has fallen far short of this requirement and in fact have contributed to current mental health issues that I am experiencing. Please note that I do not blame DFD for those issues but you have not helped in any meaningful manner and actually remain the only company that has not resolved any outstanding issues since the death of my husband.
This is despite the DFD web site stating "Always on hand to help" and "We see the bigger picture".
I understand that you are required to have in place internal complaints-handling procedures in accordance with your own Authorising Bodies Code of Ethics and Conduct.
I also understand that my complaint should be investigated by a person of seniority who, where possible, has not been directly involved in the matter.
I wish to invoke those procedures and look forward to receiving a prompt response to my complaint.
Please note that the basis of this complaint letter is in the public domain and was provided by members and with the support of the IVA community. This also reflects something that is worrying - that DFD is prepared to accept negative publicity of this nature where previously it was perceived as one of the "better" companies with a generally positive reupttaion.
Yours faithfully
[Your Name – Full]
IVA started March 2011, Completed March 2016 and certificate issued 11 days after final payment. It was not always easy but then some of the best decisions aren't.
