Erik Ribsskog
<eribsskog@gmail.com>
Your reference: 1105539
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.
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.
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 morepeople.
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 isbest 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 followinglink http://www.financial-
Kind regards
Christina Eccles
Client Liaison Officer
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Foundation for Credit Counselling, trading as StepChange Debt Charity,
Wade House, Merrion Centre, Leeds LS2 8NG. Company No. 2757055, Charity No. 1016630.