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Our complaints process. Help us to help you.

We're committed to giving you the highest standard of service and customer care. If you don't think we've done this, please tell us so we can investigate.

To do this, email our Client Experience Manager at customerrelations@stepchange.org or write to us at the following address:

StepChange Debt Charity
Wade House
Merrion Centre

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

What happens after I've sent my complaint?

When we receive your complaint, we'll:

  • Send you an acknowledgement within five working days, enclosing a copy of this procedure
  • Investigate your complaint and aim to respond within four weeks. If we can't do this we'll send you an update.

Our aim is to send a final response within eight weeks of receiving a complaint. If this isn't possible, we'll write to 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've resolved your complaint, you can contact the Financial Ombudsman Service:

For more information, you can visit their website www.financial-ombudsman.org.uk. You can also call them on 0800 023 4567 or 0300 123 9123. 

You can also email them at complaint.info@financial-ombudsman.org.uk or write to:

Financial Ombudsman Service 
Exchange Tower
E14 9SR

You must refer your complaint to the Financial Ombudsman Service within six months of the date on our final response.

Complaints data

During the first six months of 2017 we helped around 300,000 people deal with their debt. Although we’re committed to the highest standards of client service with everyone we help, we recognise 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 analyse the information we gather from client feedback, and use this to highlight improvements we can make to our service in the future.

As we're authorised and regulated by the Financial Conduct Authority (FCA), every six months we're required to submit information to them about any complaints we’ve received, closed and found in favour of the clients. Details of our most recent submission are shown in the link below.

Complaints data summary Q1/Q2 2017 (pdf)

Helping you become debt free...

“I wish to thank your staff for all the great help they gave me when I was in so much debt.
They were a pillar of support to me.” (Leslie, Essex)

Foundation for Credit Counselling Wade House, Merrion Centre, Leeds, LS2 8NG trading as StepChange Debt Charity and StepChange Debt Charity Scotland. A registered charity no.1016630 and SC046263. It is a limited company registered in England and Wales (company no:2757055). Authorised and regulated by the Financial Conduct Authority.

*This is the average rating of our service based on the StepChange reviews on Feefo by DMP and DRO clients three months into their solution.

© StepChange Debt Charity 2018