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Complaints Procedure

We take complaints seriously. If you are unhappy with any aspect of our service, we want to hear from you so we can put things right.

Last updated: February 2026

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Our Commitment

At UK Debt Centre (operated by My Debt Help Ltd), we are committed to providing you with the highest standard of service. We recognise, however, that there may be occasions when things go wrong and you feel the need to complain.

This procedure covers complaints about us — the introduction we made, how we handled your personal data, or how we described our service. If your complaint is about the advice you were given, or about a debt solution you have entered into, that is a complaint about the partner we introduced you to rather than about us. See Complaints About Your Partner below. If you are not sure which applies, contact us anyway and we will point you to the right place.

We treat all complaints fairly, consistently, and promptly. Our complaints procedure is free to use and we will not treat you differently because you have made a complaint.

How to Make a Complaint

You can make a complaint using any of the following methods:

By phone

Call us on 0161 854 0850 (standard rate). Our lines are open Monday to Friday, 9am to 5pm.

By email

Send your complaint to [email protected]

By post

Write to us at:

Complaints DepartmentMy Debt Help LtdEurogate Business Park, Unit 1Ashford, KentEngland, TN24 8XW

Information to include

To help us investigate your complaint as quickly as possible, please include:

  • Your full name and contact details
  • Your case reference number (if applicable)
  • A clear description of your complaint
  • What outcome you are looking for
  • Copies of any relevant documents or correspondence (do not send originals)

What Happens Next

Acknowledgement

We will acknowledge your complaint within 5 business days of receiving it. Our acknowledgement will confirm who is handling your complaint and what the next steps are.

Investigation

A senior member of our team will investigate your complaint thoroughly and impartially. During the investigation, we may contact you to request further information or to discuss the matter.

Resolution

We aim to resolve all complaints as quickly as possible. We will send you our final response within 8 weeks of receiving your complaint. Our final response will:

  • Summarise the complaint and the investigation
  • Explain our findings and decision
  • Set out any action we intend to take to resolve the complaint
  • Inform you of your right to refer the matter to the relevant ombudsman or regulatory body if you remain dissatisfied

If we are unable to resolve your complaint within 8 weeks, we will write to you explaining the reasons for the delay and when you can expect a response.

Complaints About Your Partner

My Debt Help Ltd is not authorised to provide debt advice and does not administer debt solutions. If your complaint is about the advice you received, the suitability of a solution you were recommended, the fees you were charged for it, or the way your arrangement is being run, that complaint is about the authorised partner we introduced you to. You should raise it with them directly, using their own complaints procedure — they are required to have one and to tell you about it.

If you do not know who your details were passed to, or you have lost their contact details, ask us and we will tell you.

If You Are Not Satisfied

If you are not happy with our final response, or if 8 weeks have passed since you first complained and you have not received a final response, you may have the right to refer your complaint to one of the bodies below. Which one depends on what your complaint is about — none of them regulates us, so for most complaints about a debt solution the right route is through your partner rather than through us.

Financial Ombudsman Service

If your complaint relates to regulated debt advice you received from a partner, you can refer it to the Financial Ombudsman Service once you have been through that partner's own complaints procedure. The Financial Ombudsman is a free, independent service for resolving disputes between consumers and financial businesses.

You must refer your complaint to the Financial Ombudsman within 6 months of receiving the final response to it.

Insolvency Practitioners Association (IPA)

If your complaint relates to the conduct of the Insolvency Practitioner appointed to a formal arrangement you have entered into, you may refer it to the Insolvency Practitioners Association, which is the regulatory body that licenses and monitors Insolvency Practitioners. The IPA does not regulate My Debt Help Ltd, which employs no Insolvency Practitioner.

The Insolvency Service

You may also contact the Insolvency Service, which is the government agency responsible for overseeing insolvency matters in England and Wales. You can report complaints about the conduct of an IVA via their website at www.gov.uk/complain-about-insolvency-practitioner.

Complaints About Your Data

If your complaint relates to how we have handled your personal data, you also have the right to lodge a complaint with the Information Commissioner's Office (ICO):