Complaints

Our promise

We work hard to give you a good service, but sometimes things go wrong. If you’re unhappy with anything we’ve done, we want to hear about it so we can put it right.

We deal with every complaint fairly, consistently and promptly. It’s free to complain, and it won’t change how we treat you.

How to complain

• Phone: 0161 854 0850 (standard rate, Monday to Friday, 9am to 5pm)
• Email: [email protected]
• Post: Complaints Department, SLWB Ltd, Second Floor A, Cheadle Place, Cheadle, Cheshire, England, SK8 2JX

To help us look into it quickly, please tell us:

• your full name and contact details
• your case reference number, if you have one
• what went wrong
• what you’d like us to do to put it right

Please send copies of any documents or letters that help explain it, not the originals. If you need help to make a complaint, just ask.

What happens next

• We’ll acknowledge your complaint within 5 working days, and tell you who is handling it and what happens next.
• A senior member of our team will look into it thoroughly and fairly. They may contact you for more information.
• We’ll send you our final response within 8 weeks of receiving your complaint. It will sum up your complaint and what we found, explain our decision and anything we’ll do to put things right, and tell you about your right to take it further.
• If we can’t finish within 8 weeks, we’ll write to explain why and tell you when to expect our answer.

The Financial Ombudsman Service

If you’re not happy with our final response, or 8 weeks have passed since you complained and you haven’t had one, you may be able to take your complaint further.

If your complaint is about our regulated debt advice, you can refer it to the Financial Ombudsman Service. It’s free and independent, and settles disputes between people and financial businesses. You need to contact them within 6 months of our final response.

• Website: financial-ombudsman.org.uk
• Phone: 0800 023 4567 (free from mobiles and landlines)
• Email: [email protected]
• Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Complaints about our Insolvency Practitioner

If your complaint is about how our Insolvency Practitioner, Adam Southard, has acted, you can refer it to the Insolvency Practitioners Association (IPA), the body that licenses and monitors our Insolvency Practitioner.

• Website: insolvency-practitioners.org.uk
• Phone: 020 7623 4013
• Email: [email protected]
• Post: Insolvency Practitioners Association, Valiant House, 4-10 Heneage Lane, London, EC3A 5DQ

You can also contact the Insolvency Service, the government agency that oversees insolvency. You can complain about how an IVA is being run through its website: gov.uk/complain-about-insolvency-practitioner.

Complaints about your personal information

If your complaint is about how we’ve handled your personal information, you also have the right to complain to the Information Commissioner’s Office (ICO):

• Website: ico.org.uk/make-a-complaint
• Phone: 0303 123 1113