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.
Debt advice is regulated by the Financial Conduct Authority (FCA). This policy complies with FCA dispute resolution rules and Financial Ombudsman Service (FOS) requirements.
If you require assistance to raise a complaint, please contact us and ask for the Chief Executive’s Department. We will assess individual needs based on the specific circumstances of each case, taking account of the Equality Act 2010 and the Group’s Service Adjustment Policy.
Complaints via a Representative
We accept complaints submitted by an authorised representative acting on behalf of a customer, provided appropriate consent is obtained. Consent will be managed in line with the Group Data Protection Policy and the requirements of the General Data Protection Regulation (GDPR).
Accessible Information
Customers who consider themselves to have a vulnerability or additional communication needs can access the complaints policy and related information in alternative formats and languages. This can be done by using the website translate function and enabling the toolbar options.
Equality Impact Assessment (EIA) Summary
This policy has been reviewed to ensure compliance with the Equality Act 2010 and to promote accessibility and inclusion.
We are committed to providing equal access to the complaints process for all customers, regardless of protected characteristics. Adjustments will be made where necessary to meet individual needs, including alternative formats, interpreters, and home visits upon request.
Complaints data will be monitored by protected characteristics data available to us to identify and address any disproportionate impacts. Information about the complaints process is available in different communication modes and languages using translation tools and accessibility options. Customers who consider themselves to have a vulnerability or additional communication needs will be supported throughout the process.
We aim to respond to complaints promptly, our timescales are set out below.
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 agree with you any required extensions and when you can expect a reply.
Step 1: Acknowledge your complaint within 5 working days.
Step 2: Investigate and provide a written response within 10 working days (extendable with agreed notice).
Step 3: If you are not satisfied with the response you receive, you can request a second final review providing reasons why the review is necessary and your desired outcomes.
Step 4: Acknowledge your request for second final review within 5 working days. A review will be undertaken by a person who has not previously been involved in your complaint.
Step 5: Review and provide a written final response within 20 working days (extendable with agreed notice).
If you are unhappy with the final review response, you can refer your complaint to the Financial Ombudsman Service (FOS). You generally have six months from the date on your final response letter to refer a complaint to the Financial Ombudsman Service (FOS).
Information about the Financial Ombudsman Service (FOS) can be found online at www.financial-ombudsman.org.uk
Contact details for the Financial Ombudsman Service are:
The Financial Ombudsman Service
Phone: 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
The Finance and Chief Executive’s Department will monitor the delivery of this policy and it will be reviewed annually. We may review this policy sooner if appropriate, for example, if there are changes to legislation or business requirements.
- Data Protection Act 2018
- Equality Act 2010
- General Data Protection Regulation
- Financial Conduct Authority Debt Advice Conduct Standards
- Financial Ombudsman Service
