The Bankruptcy Helpline

Complaints Procedure

Our goal is to give excellent service to all of our customers. We take all complaints seriously in order to improve our service and aim to resolve all problems promptly

At first instance, please contact the Complaints Department on 01785 824209 and we will try and resolve your complaint by telephone. If we cannot resolve your complaint by telephone you can make a formal complaint in writing to:

ACS Bankruptcy Service
15 Church Close
Gnosall
Stafford
ST20 0DD

Or you can e-mail your complaint to: mail@thebankruptcyhelpline.co.uk

How ACS Bankruptcy Service 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 ACS Bankruptcy Service Limited will adhere to respond to your query.

Within 5 working 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 and to provide you with contact details of the person dealing with it.

Within 4 weeks you will receive from us

If the complaint is still being investigated 4 weeks after 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 a maximum of another 4 weeks). Or:

The final response from us. This will include the findings from our investigation and details of any compensation we have concluded is payable to you (if appropriate).

Within 8 weeks you will receive from us

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

Financial Ombudsman Service (FOS)

If you are not satisfied with our final response, you have the right to complain to the Financial Ombudsman Service (FOS) within 6 months of the date of that letter. This is free of charge and details of how to do this are set out below. In addition, we will provide you with a leaflet when we send our final response detailing how to complain to the FOS.

Financial-Ombudsman > Complaints