Credit Counsellor Ltd

1. Our Role

Credit Counsellor Ltd is a free-to-use information and lead generation service.

We provide general information about debt solutions such as Individual Voluntary Arrangements (IVAs), Debt Management Plans (DMPs), Bankruptcy and other options.

We do not provide financial, legal or insolvency advice.

If you request further assistance, we may introduce you to an FCA-authorised firm or a licensed Insolvency Practitioner who can provide regulated advice.

2. How to Make a Complaint

If you are dissatisfied with our service, you can make a complaint:

• By telephone

• By email: support@creditcounsellor.co.uk

• In writing:
  First Floor
  349–351 Bury Road
  Tonge Fold
  Bolton
  BL2 6BB

Complaints may be made verbally or in writing.

To help us investigate, please provide:

• Your full name

• Contact details

• A clear description of your complaint

• Details of what you would like us to do to resolve the matter

Providing this information helps us deal with your complaint efficiently.

3. What Happens Next

All complaints are treated seriously and confidentially.

Upon receipt:

• Your complaint will be logged

• It will be assigned to a designated Complaints Officer

• An acknowledgement will be issued within 3 working days

We will provide a copy of this complaints procedure with our acknowledgement.

4. Investigation Process

We will carry out a fair and impartial review of your complaint.

This may include reviewing:

• Call recordings

• Emails or written correspondence

• Internal records

• Information relating to any referral made

We aim to issue a Final Response within 14 working days.

If we require additional time, we will inform you.
In all cases, we will provide a Final Response within 8 weeks of receiving your complaint.

5. If Your Complaint Relates to a Regulated Firm

If your complaint concerns:

• Debt advice provided by an FCA-authorised firm

• An IVA supervised by a licensed Insolvency Practitioner

• A Debt Management Plan provider

• Any regulated financial service

You may need to raise your complaint directly with that firm, as they are responsible for the regulated advice and services provided.

We will assist by providing relevant contact details where appropriate.

6. External Escalation

Because Credit Counsellor Ltd is not FCA authorised and does not provide regulated financial advice, complaints about our lead generation service may not fall within the jurisdiction of the Financial Ombudsman Service (FOS).

However:

• If your complaint relates to a firm that is FCA authorised, you may have the right to refer the matter to the Financial Ombudsman Service after receiving that firm’s Final Response.

• If your complaint concerns data protection matters, you may contact the Information Commissioner’s Office (ICO).

We will provide guidance on the appropriate escalation route if requested.

7. Fees and Referrals

Credit Counsellor Ltd:

• Does not charge consumers for the information provided

• Does not charge fees for referrals

• Does not provide regulated debt advice

If you choose to enter into a debt solution with an authorised firm, fees may apply in accordance with that firm’s terms.

We may receive a referral fee from associate firms if you proceed with a solution. This does not affect the cost of the solution to you.

You are under no obligation to proceed and may choose any provider of your choice.

8. Confidentiality

All complaints are handled in line with our Privacy Policy and applicable data protection legislation.