Our Service

 At first instance, please contact the Complaints Department on 0300 000123, Monday – Friday, 9am – 5pm, and we will try and resolve your complaint by telephone.  If we cannot resolve your complaint by telephone you can make a formal complaint in writing to: 

Debt Stress complaints

Timeline to resolve

We aim to resolve your complaint as soon as possible. Sometimes things take a little more time. Please find below the process we will follow upon receipt of your query:

Within 5 business days

If we are unable to resolve your complaint within 24 hours of receiving it an acknowledgement letter to let you know that your complaint is being dealt with and to provide you with contact details of the person dealing with it. 

Within 4 weeks:


If the complaint is still being investigated 4 weeks after receipt, we are obliged to send you a further response to let you know what is happening. This letter should detail either:

  1. The reasons why more time is required to investigate your response and how long it will be before you should expect to receive a final response (within a maximum of another 4 weeks).
  2. The final response from us. This will include the findings from our investigation and details of any compensation we have concluded is payable to you (if appropriate)

Within 8 weeks:

Within 8 weeks of receiving your complaint we are obliged to have fully investigated it and provide you with the details of our findings and details of any compensation that we think you would be due – in other words our final response. 

Insolvency Gateway


If you remain dissatisfied with our final response, then you can contact the Insolvency Complaints Gateway which is operated by the Insolvency Service.

They will record your complaint and forward it on to the relevant regulator. Complaints can be made to the Insolvency Service by email, phone, post or by completing an online form.

Details of how to make a complaint, along with contact information for the Insolvency Service are both available at