Complaint Policy

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 660 0411), 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, Alexandra
Court, Carrs Road, 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 understand the
issues at hand better. 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.

Average Customer Rating

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.

No more harassment from bailiffs
Not running out of money before payday
No more borrowing from family or friends
No longer relying on credit cards
No more added interest or charges
No more relying on payday loans

Get the debt help you need - Stop Bailiffs!

Simply fill in the form below and a member of our team will contact you within 10 minutes.

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.

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.