Complaint Policy

Updated On:

May 29, 2025

Complaints Procedure

This notice sets out details of the complaints procedure which we operate to try to resolve any complaints which you may have in relation to the services that we provide. This procedure is aimed at resolving complaints quickly and satisfactorily and further improving the quality of the service we provide.

How do you make a complaint?

If you are unhappy with the service we have provided to you, you should feel free to raise this immediately during any interaction with a My Debt Plan member of staff. We will always endeavour to resolve any issue immediately if it is possible to do so.

Should this not be possible, or if you remain dissatisfied, then you should make it known to us that you wish the matter to be taken forward as a complaint. This can be done verbally by telephone (0161 359 4708), by email to Complaints@mydebt-plan.co.uk , by sending a message via the client portal or in writing to “Complaints Officer, My Debt Plan Ltd, Unit 1 and 2 Blenheim Court, Cheadle SK8 2JY”.

How will we handle your complaint?

Your complaint will be acknowledged within 5 working days of receipt and then taken forward by a manager, who may need to contact you initially for further information to gain a better understand of the issues at hand. We will always seek to find a satisfactory resolution quickly within 5 working days if possible.

If circumstances mean that a rapid resolution is not possible then a full investigation into all the circumstances of the matter will take place. A Final Response letter will be sent to you within 20 working days confirming whether your complaint has been upheld, in full or in part and the reasons for the decision. Where applicable, you will be advised of what steps the company will take to put things right and to ensure the same problem does not re-occur.

The company aims to resolve all complaints within 20 working days. However, if a more in-depth investigation is needed, the process may take longer. In such cases, you will be informed of the extended timeframe, which may take up to an additional 20 working days.

What if you are unhappy about how your complaint has been handled?

If you are not satisfied with our final response, or indeed at any point in the process, you can raise a complaint with the Insolvency Practitioner’s professional body via the Insolvency Complaints Gateway. This can be done by visiting the Insolvency Service website at https://www.gov.uk/complain-about-insolvency-practitioner and completing and submitting their online form.

Complaints can also be by post to: IP Complaints, Insolvency Service, 3rd Floor, 1 City Walk, Leeds, LS11 9DA or by calling the Insolvency Service Enquiry Line on 0300 678 0015 (Monday to Friday 8am to 5pm). A summary of the IPA’s complaint procedure can be found at:
http://www.insolvency-practitioners.org.uk/complaints-procedure/complaint-procedure.

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Bailiff Helpline is a trading style of My Debt Plan Ltd.

My Debt Plan Ltd provides insolvency solutions to individuals, specialising in IVA’s. All advice given is provided in reasonable contemplation of an insolvency appointment. Where you are not suitable for an IVA, we may refer you to one of our trusted partners who specialise on alternative solutions.

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May not be suitable in all circumstances. Our advice is free but fees may apply and your credit rating may be affected if you opt for a debt solution.

You will be contacted by Bailiff Helpline which is a trading style of My Debt Plan Ltd.

My Debt Plan Ltd provides insolvency solutions to individuals, specialising in IVA’s. All advice given is following an initial fact find, tailored to your individual circumstances and provided in reasonable contemplation of an insolvency appointment. Our advice on your options is always free and we will notify you if a solution you choose has a fee associated with it. Where you are not suitable for an IVA, we may refer you to one of our trusted partners who specialise in alternative solutions.

Registered address 2nd Floor Blenheim Court, Cheadle, Cheshire, England, SK8 2JY Company Registered in England and Wales Number 10992838 Data Protection ZB284067.

Lucy Novo Deakin is a licensed insolvency practitioner in the UK by the Insolvency Practitioners Association (IPA).

To find out more about managing your money and getting free advice, visit Money Helper, an independent service set up to help people manage their money.

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Credit Score

Credit Score Pop Up Wording : An Individual Voluntary Arrangement (IVA) is a formal agreement with creditors to repay a portion of your debts over time, but it does have an impact on your credit score and it will be difficult to obtain further credit whilst on an IVA. Once an IVA is approved, it is recorded on your credit report and will typically remain there for six years from the date it starts.
However, it’s important to note this is the case for most debt solutions and your credit score will likely already have been affected by being in debt in the first place.
Once your IVA is complete you will get a fresh start to begin rebuilding your credit rating.

Fees

IVA costs are charged for the preparation of your proposal and the administration of the arrangement for the full term (usually 5 years) these costs are charged from the monthly contributions you make into the IVA and are not in addition. Costs will only be recovered on approval of your arrangement and once you commence making payments to it. The fees for preparation of the proposal to creditors and calling the meeting for creditors to vote on its approval are called nominees fees, the fees for running the arrangement once approved are called supervisors fees. There are also some expenses incurred in the running of the arrangement such as the registration fee and the statutory insurance that needs to be taken by law, these are called disbursements. For our arrangements, the total of all of these is £3,650 although this may be adjusted by creditors when they vote on whether to accept. No matter what the end total of costs come to, you can be rest assured that these will be taken from the monthly payment we agree with you.