Timescales and escalation route for customer complaints.
Last updated: 17 September 2026
COMPLAINTS POLICY — mydebtclearer (mydebtclearer.com)
How to complain
Email complaints@mydebtclearer.com with your name, contact details, what went wrong and the outcome you want.
Our timescales
- Acknowledgement within 3 business days.
- Substantive response within 8 weeks, or an explanation of the delay and expected resolution date.
Escalation
If you are unhappy with our final response, or 8 weeks pass without one, you may be able to refer the matter to the Financial Ombudsman Service (financial-ombudsman.org.uk) where the activity falls within its jurisdiction, or to the ICO (ico.org.uk) for data protection concerns.
Records
Complaints and outcomes are logged with the plan audit trail and reviewed quarterly.