Complaints Process

If you think that we haven’t delivered a high enough standard of care, please let us know, so we can investigate

Help us help you

To do this:

  • Call us on any number listed on our Contact us page.
  • Email our Complaints team on

Write to us at the following address:

Free Debt Helpline Limited Floor 33 25 Canada Square Canary Wharf E14 5LB

Please give as much information about your complaint as possible and tell us how you would like us to resolve it.

What happens after I have sent my complaint?

When we receive your complaint, we will:

  1. Send you an acknowledgement within five working days, enclosing a copy of this procedure
  2. Investigate your complaint and aim to respond within four weeks

If we are unable to do this, we will send you an update. Our aim is to send a final response within eight weeks of receiving a complaint. If this is not possible, we will write to you and explain why and tell you when we will respond.

Financial Ombudsman Service

If we take more than eight weeks to send a final response, or you don't think we have resolved your complaint, you can contact the Financial Ombudsman Service Ways to contact the Financial Ombudsman Service

Online: For more information, visit their website

Telephone: You can also call them on 0800 023 4567 or 0300 123 9123 .

Email: You can also email them at

By post: You can write to - Financial Ombudsman Service Exchange Tower London E14 9SR

Complaints data

Although we are committed to the highest standards of client service with everyone we help, we recognize that sometimes things can go wrong. When it does, we encourage our clients to tell us, and we try to put things right as quickly as possible.

We then analyze the information we gather from client feedback and use this to highlight improvements we can make to our service in the future.

As we are authorized and regulated by the Financial Conduct Authority (FCA), every six months we are required to submit information to them about any complaints we have received, closed and found in favor of the clients.

Data Protection Officer

We have appointed a Data Protection Officer (DPO) to oversee compliance with this privacy notice. If you have any questions about this privacy notice or how we handle your personal information, please contact the DPO

You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues. Find out on their website how to report a concern or call the ICO helpline
on 0303 123 1113 

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