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from a mobile call 0161 975 3437

Monday to Thursday 9am to 8:30pm, Friday 9am to 4pm, Saturday 9am to 4pm

Complaints Procedure

Our goal is to give excellent service to all of our clients but we recognise that things do go wrong occasionally. We take all complaints seriously and aim to resolve all of our client's problems promptly.

How to complain

Please contact Client Services on 0161 975 3437 and we will try and resolve your complaint by telephone. However, if you wish to make a formal complaint you must set it out in writing to:

Harrington Brooks (Complaints)
Sale Point
126-150 Washway Road
Sale
MANCHESTER
M33 6AG

or you can e-mail your complaint to:
complaints@harringtonbrooks.co.uk

How Harrington Brooks will deal with your complaint

We aim to resolve your complaint as soon as possible. Sometimes things take a little more time. Please find below the process that Harrington Brooks will adhere to respond to your query.

Within 5 Days of Receipt of Your Complaint You Will Receive From Us…

An acknowledgement letter to let you know that your complaint is being dealt with

Within 4 Weeks You Will Receive From Us…

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

  • 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 another 4 weeks).
    Or,
  • The final response from us. This will include the findings from our investigation and details of any compensation if appropriate.

Within 8 Weeks You Will Receive From Us…

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. Hopefully this would be a mutually satisfactory response.

We will maintain contact with you throughout the process, and during this period, feel free to contact the Compliance Manager on 0161 975 3571 if you have any queries.

Financial Ombudsman Service

If you are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service, details of which will be provided at that time.

Your Rights

We hope that you will accept the decision of our Compliance Department. If this should not be the case, you remain free at all times to seek an independent form of advice.

Industry regulation

We are a member of DEMSA, an organisation founded to monitor and maintain high standards in the Debt Management Industry. All members of DEMSA are bound by the terms and Code of Conduct established by DEMSA. DEMSA has laid down procedures for handling complaints and member companies are bound by their decisions. Any complaint must in the first instance be addressed to us, however, should the matter not be resolved to your satisfaction, provided that the dispute in question is covered by the Code of Conduct, you may refer to DEMSA below.

DEMSA

This company is a member of DEMSA and subscribes to the DEMSA Code of Conduct. DEMSA is an organisation founded to monitor and maintain high standards in the Debt Management Industry. All members of DEMSA are bound by the terms of the Code of Conduct established by DEMSA, which covers the following areas:

  • Compliance with Statutory Regulations and OFT Debt Management Guidance
  • Marketing, Advertising and Publicity
  • Information to Consumers
  • Contract Terms
  • Client Accounts and Interests
  • Dealings with Lenders
  • Redress
  • Failure of a Debt Management Company

How might DEMSA affect you?

If you have a complaint about the manner in which your Debt Management Company has handled your case you must, in the first instance, address your concerns to the company concerned. Should the matter not be resolved to your satisfaction, please refer the matter to DEMSA, provided that the dispute in question is covered by the Code of Conduct.

DEMSA has a laid down procedure for handling such complaints and this includes the right of referral to the Financial Ombudsman Service where appropriate. Should you require a copy of the DEMSA Code of Conduct, please contact:-

General Secretary,
DEMSA,
West Point,
Westland Square,
Leeds LS11 5SS,

or visit website demsa.co.uk