Debt Managers
part of Secure Trust Bank Group
Debt Managers
part of Secure Trust Bank Group
Debt Managers (Services) Ltd no longer offers collection or management services.
If you were an existing client or customer, we have written to you to explain what you need to do.
Refund letters
You may have received a letter from us about a refund that is due back to you. This refund is due because your account has been paid in full already, but money has continued to be paid by either you or your appointed third-party representative.
We have completed a review of any overpaid accounts. This is to make sure anyone affected will have the correct amount of money returned to them.
If you have received a letter from us, it is important you email us:
Complaints
If you wish to make a complaint, you can contact us, and we will advise you on how to do this.
We will adhere to the following procedure when a complaint is received, verbally or in writing.
Day 1
Complaint received - will be logged by the relevant Complaint team member, who will thoroughly investigate the details of the complaint.
On or before the end of 3 working days
If you are happy with the resolution we have provided, we will write to you to confirm this is the case. Details of how you can refer your complaint to the Financial Ombudsman Service will be included if your complaint falls under their jurisdiction, should you remain dissatisfied.
If the complaint remains unresolved, we will write to you acknowledging the complaint by the end of 5 working days. We will advise you that we need time to investigate; we will enclose a Complaint Process Information Leaflet, and specify when we expect to contact you again.
On or before Day 28
If we are in a position to give you our final response, you will receive this in writing. Details of how you can refer your complaint to the Financial Ombudsman Service will be included if your complaint falls under their jurisdiction, should you remain dissatisfied.
If the complaint remains unresolved, we will contact you in writing, explaining why and advising when we will contact you again. We may be awaiting a response from our Client, and you will be informed of this. We will also specify when we expect to contact you again.
On or before Day 56
We will issue our final response to your complaint in writing, or we will write again to keep you updated, explaining why we are not in a position to send you our final response and when we expect to make contact with you again. At this stage, we will inform you that you can take your complaint to the Financial Ombudsman Service if it falls under their jurisdiction. Their contact details will be included to aid you to do this.
The Financial Ombudsman Service can be contacted using the following methods:
By telephone 0300 123 9 123
Online using their website at http://www.financial-ombudsman.org.uk
By email at
In writing to Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
We pride ourselves on the quality of our service but recognise that, on occasions, things can go wrong. We would like to know if you are unhappy with any aspect of our service. We value customer feedback as it augments our ongoing assurance processes and provides us with data that we can analyse to identify the root causes of complaints in the first place, thus enabling us to take appropriate steps to prevent this from recurring.
Set out below are details of the volumes of complaints reported to the Financial Conduct Authority (FCA) in our last reporting period.
Complaints Data 2023 H2 - Period covered 1 July 2023 to 31 December 2023
| Number of complaints opened | Number of complaints closed | Closed complaints upheld by the firm* |
|---|---|---|
| 21 | 21 | 58% |
*This is where we have agreed with the customer that their complaint was justified either in whole or in part.
Contact us
Please be advised that our phone lines are now permanently closed. There are two ways you can still contact us:
Email:
Post:
Debt Managers (Services) Ltd
Yorke House, Arleston Way
Solihull
West Midlands
B90 4LH