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Complaints Procedure

1. Introduction

“We”, “Us” or “Our” refers to ACAP123 Ltd, trading as Solving Your Debts, a company registered in Scotland under company number SC650467. Our registered office is at:
Clyde Offices, 2nd Floor, 48 West George Street, Glasgow, G2 1BP.

This document outlines the procedure for handling complaints about services provided directly by us. It does not cover complaints regarding third parties associated with us (e.g., Insolvency Practitioners). If your complaint involves a third party, we may assist in referring your complaint to the relevant party.

2. How to Make a Complaint

You can make a complaint verbally or in writing.
Please include your full contact details and describe the issue clearly. It’s helpful to tell us what outcome you are seeking.

You can contact us via:

  • Phone: 0141 264 2786

  • Email: info@solvingyourdebts.com

  • Post:
    Complaints Officer
    Solving Your Debts
    Clyde Offices
    2nd Floor, 48 West George Street
    Glasgow, G2 1BP

3. Our Commitment When We Receive Your Complaint

  • We treat every complaint seriously and confidentially.

  • Once received, your complaint will be assigned to a Complaints Officer, who will handle your case impartially.

  • We maintain a complaints log and report findings to senior management to improve our services.

4. Acknowledging Your Complaint

You will receive a written acknowledgement within 3 working days of us receiving your complaint.
This acknowledgement will include a copy of this complaints procedure.

5. Investigating Your Complaint

Your complaint will be investigated by the Complaints Officer, who may review:

  • Recorded phone calls

  • Emails or other correspondence

  • Internal and external procedures relevant to your case

We aim to issue a Final Response within 14 working days.
If we are unable to meet this timescale, we will notify you and provide an estimated date for our final response.

Under FCA rules, we must provide a Final Response within 8 weeks from the date we receive your complaint.

6. Our Final Response and Resolution

Our Final Response will include:

  • A summary of your complaint

  • The outcome of our investigation

  • Our decision and any remedial action we will take

  • Your right to refer the complaint to the Financial Ombudsman Service (FOS) if you are dissatisfied

7. Financial Ombudsman Service (FOS) – Your Right to Escalate

If you are not satisfied with our Final Response, or if we do not issue one within 8 weeks, you can refer your complaint to the Financial Ombudsman Service.

You must do this within 6 months of receiving our Final Response.

Contact Details:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone: 0800 023 4567
Email: enquiries@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

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