Erik Ribsskog
<eribsskog@gmail.com>
Your reference: 1105539
Customer Relations
<CustomerRelations@stepchange.org>
Wed, Nov 28, 2012 at 10:41 AM
To:
"eribsskog@gmail.com" <eribsskog@gmail.com>
Dear Mr Ribsskog
Client reference: 1105539
Complaint reference: 1076/1105539
I’m writing to confirm that a formal complaint has been registered on your behalf following receipt of your recent
email to our Q&A Team which explains you’re unhappy about our recent name change. Please accept our apologies for the delay in this being passed to us.
A full investigation of your concerns will be carried out by the Client Liaison Team in line with the charity’s formal complaint handling procedure. I’ve attached
details of our process at the bottom of this email for your reference.
We’ll contact you again in due course with more information.
When you receive our response, if you feel your concerns haven’t been resolved to your satisfaction, you can refer the matter to the Financial Ombudsman Service.
Details of their service will be attached with our reply.
Kind regards
Christina Eccles
Client Liaison Officer
______________________________
Complaints Process
Help us to help you
We’re fully 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 look into this and hopefully give you an outcome you’re happy with.
To do this, write to our Client Liaison Manager
at:
StepChange Debt Charity
Wade House
Merrion Centre
Leeds
LS2 8NG
Please give as much information about your complaint as possible and how you’d like us to resolve this.
As soon as we’ve received your complaint, we will:
Send you written confirmation within 5 working days
Start investigating it. We aim to send you an outcome within 4 weeks. If we can’t do this we’ll send you an update
We always aim to send you a final response within 8 weeks of receiving your complaint.
If we can’t do this, we’ll write to you explaining why and when we’ll be able to give you an outcome.
If we take more than 8 weeks after receiving your complaint to reply to you, or you don’t
think our outcome has resolved your complaint, you can write to:
Financial Ombudsman Service (FOS)
South Quay Plaza
183 Marsh Wall
London E14 9SR
Or you can email them at
complaint.info@financial-
For more information, you can visit
www.financial-ombudsman.org.uk or call them on
0845 080 1800.
You must refer your complaint to the Financial Ombudsman Service within 6 months of the date on our final response.
------------------------------
If you have received this information in error, please return it to us and delete it from
your computer.
Although StepChange Debt Charity operates anti-virus programmes, it does not accept
responsibility for any damage whatsoever that is caused by viruses being passed.
As emails are not a secure method of communication, StepChange Debt Charity does not
accept legal responsibility for the contents of this message.
Foundation for Credit Counselling, trading as StepChange Debt Charity,
Wade House, Merrion Centre, Leeds LS2 8NG. Company No. 2757055, Charity No. 1016630.