Jeg sendte en ny e-post til CCCS

Erik Ribsskog
<eribsskog@gmail.com>

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Your reference: 1105539

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Erik Ribsskog

<eribsskog@gmail.com>




Mon, Dec 24, 2012 at 5:01 AM

To:
Customer Relations <CustomerRelations@stepchange.org>







Hi,

I must admit that I've only read the first line of your e-mail now.

You bring my feelings into this.

This I react on.

Then I think you are not a serious business-person.

I therefore would have wanted to please get this escalated to your line-manager.

Erik RIbsskog

On Fri, Dec 21, 2012 at 5:33 PM, Customer Relations <CustomerRelations@stepchange.org> wrote:

Dear Mr Ribsskog

Client reference: 1105539

Complaint reference: 1076/1105539

Further to my previous email which acknowledged your concerns about our recent name change. You’ve told us that you feel our new

name is patronising and demoralising. I’m sure you’ll appreciate it isn’t our intention to upset any of our clients.

Changing our name from Consumer Credit Counselling Service (CCCS) was a bold step for us. Although we help thousands

of people every day with their debt problems, and we’re already the UK’s largest single provider of Debt Management Plans, millions of people still need our help. Becoming StepChange Debt Charity is part of our plan to be more visible and to help even more
people.

You’ve told us you dislike our new name but we believe it will help raise awareness of our services and provide a

clear message about who we are and what we do. It will help people recognise the free services we offer and hopefully we’ll become the organisation that people turn to first when looking for debt help.

We’re not here to judge people who contact us. We aim to give them the help and advice

they need to take control of their financial situation no matter how they got in to difficulty.

You’ve also raised concern that we’re funded by creditors which has caused you to have

doubts about how independent we are. Unlike fee-charging debt management companies, we are funded by creditors. Their charitable contributions enable us to provide genuinely free advice and support to those who need it. Our advice is always based on what is
best for an individual not what is most
profitable for us. Creditors do not influence our advice or the debt solutions we discuss with individuals who need ourhelp.

I hope my explanation helps you understand why we’ve changed our name and that I’ve restored your confidence in our

service. I’m sorry you dislike our new name but we hope you’ll continue to use our free service to guide you through your financial difficulties.

Details of the charity’s formal complaints procedure were sent to you in our initial email. If you aren’t satisfied with this response,

you may refer your complaint to the Financial Ombudsman Service who’ll complete an impartial review of your concerns. You’ll need to do this within six months of the date of this email. Information relating to their service can be found using the following
link http://www.financial-ombudsman.org.uk/consumer/complaints.htm.

Kind regards

Christina Eccles

Client Liaison Officer

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