We're here to listen

We hope you never feel the need to complain about our staff or service, but we do take any complaints very seriously. We want to:

Make it easy for you to raise your complaint
Listen to your complaint
Consider how you would like us to resolve your complaint
Make sure you are satisfied with how your complaint is handled

How to complain

We hope all our clients will feel that they have benefited from the services we provide. However, if you do feel unhappy about anything, please don’t hesitate to let us know.

Contacting the branch office manager
E-mailing details of the complaint to complaint
@frontlinedebtadvice.org.uk
Writing to our registered office

If we do not respond within eight weeks or your complaint is deadlocked, then if your complaint relates to the debt advice we have provided, you have the right to refer the matter to the Financial Ombudsman Service. Their contact details are:

Telephone: 0800-023-4567
Email: complaint.info@financial-ombudsman.org.uk
Website: http://www.financial-ombudsman.org.uk
Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Please remember that we will assist you in any way we can. However, your accounts are your responsibility, and it is up to you to keep in contact with us until your financial difficulties have been resolved.

Frontline Debt Advice (Uk)

Registered Address: c/o Three Counties Church, Haslemere Locality Office, Lion Green, Haslemere, Surrey, GU27 1LD

A Company Limited by Guarantee Registered in England No. 7136786.

Registered Charity No. 1134908

Licensed by the FCA to provide Debt Adjusting and Debt Counselling No. 694921

FRONTLINE® is the registered trade mark of Frontline Debt Advice (UK)

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