Complaints

Has something gone wrong?

Debt Lifeline go above and beyond to try and provide the most professional service possible, but sometimes things can go wrong. If you have a specific complaint, gripe, grievance etc.. relating specifically to our service, then please use the form below, giving as much information as possible, and also your contact details so we can respond to your complaint.

How we will deal with your Complaint

You will receive a response within 24 hours, we will investigate your issue and hopefully resolve it, also within the 24 hours. Should we think we will not be able to resolve the issue within the 24 hours, as we may need more information off you, we will email you within the 24 hours to tell you this and what course of action is being taken and what other information we need off you.

Once we have looked into the complaint, we will write back to you with information on our findings, we aim to do this within 4 weeks of the original complaint. Should we not be able to meet the 4 week deadline, then we will promptly contact you explaining why, and we we expect the issue to be resolved.

If after 8 weeks we have not been able to issue a final response then we will write to you explaining the following;

• The reason for the delay
• When we think we will be able to come to a satisfactory conclusion to the matter
• your right to refer the matter to the Financial Ombudsman Service