Terms & Conditions inc Complaints Policy

By accessing or using the Site you are acknowledging that you have read, understand and agree to the following:

1. Privacy Policy

Please review our Privacy Policy which forms part of these Terms and Conditions and governs your visit to the Site.

2. About Debt Expert Limited

Debt Expert Limited is the provider of the Debt Expert website and Maap. Our registered address is 61 Hamilton Square, Birkenhead. CH41 5AT. Company registration number: 08415922. Registered in England.

3. Eligibility

To be eligible to purchase goods on this Site and to lawfully enter into and form contracts on this Site under English law you must: (a) be aged 18 or older; (b) register on the Site; and (c) be the holder of a valid debit/credit card or Paypal account.

4. Payments

We allow you to pay for Debt Expert Limited services by using the secure payment method Paypal. You do not require a Paypal account to pay via this method. Non-Paypal account holders simply select ‘pay by credit/debit’ card, where you will be able to securely enter the payment details for all major credit and debit cards. Information regarding payments made on this Site are never known or stored by us, they are entered directly and managed through our secure online payment partner Paypal. For all additional information concerning payment, please contact Debt Expert Limited customer services by e-mail using our contact form on info@debtexpert.org.uk.

5. Prices

All prices quoted on this site are Value Added Tax at the current rate. 

6. Purchase Related Policies

All Debt Expert Limited services and templates we may provide to you are for personal use only. You may not sell or resell any of the products or samples you purchase or otherwise receive from us. We reserve the right, with or without notice, to cancel any orders that we believe, in our sole discretion, may result in the violation of our Terms and Conditions.

7. Placing an Order and Order Acceptance

You will be guided through the process of placing an order by a series of simple instructions on the Site. 

You will be offered the opportunity to review your proposed order and confirm or correct it prior to finally placing your order. You place your order request for goods from the Debt Expert Limited Site by clicking on the Place Order button at the end of the on-line order process. Once you have placed your order, we will send to you an email acknowledgement providing you with the details and value of your order, which has been debited to your credit/debit card or paid through your Paypal account. 

8. Refunds

Should you wish to cancel your order, you have 14 days from payment to do so. Should you notify us of your intention to cancel by email then we will refund your payment after deductions have been made for any expenses or administration costs that have been incurred.

9. Intellectual Property

All content available on the Site, including, but not limited to, text, graphics, logos, button icons, images is the property of Debt Expert Limited. 

10. Your Obligations and Responsibilities

In the access or use of the Site, you shall comply with these Terms and Conditions and the special warnings or instructions for access or use posted on the Site. You shall act always in accordance with the law, custom and in good faith. 

11. Your Account

You warrant that the personal information which you are required to provide to us when you register as a customer is true, accurate and current in all respects. See our Privacy Policy regarding the treatment of your personal information. You are responsible for maintaining the confidentiality of your account and password and for taking all reasonable measures to prevent unauthorised access to your account. You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use. We reserve the right to refuse service and/or terminate accounts without prior notice if you violate these Terms and Conditions, or if we decide in our sole discretion that it would be in the best interests of Debt Expert Limited to do so.

12. Complaints

Complaints handling Procedure

Any expression of dissatisfaction about the provision of the Debt Expert service by our customer’s will treated as a complaint. Where any customer expresses concern about the service, steps should be taken to resolve that matter and it should be treated as a complaint.

Complaints may be received directly from customers or from third party representatives (subject to the explicit consent by the customer is evidenced). In the event of any complaint the matter must be recorded and logged, and referred to the nominated complaints handler in accordance with our complaint handling procedure.

Any complaint received from a third party representative such as Trading Standards or the Citizens Advice Bureau will be referred to the nominated complaints handler.

It is our aim to always exceed your expectations and we hope you never find cause for dissatisfaction. However, we would encourage you to make us aware of any complaint you may have and give us the opportunity to put it right.

This notice outlines our complaints procedure, the type of complaints it will manage and handle, timescales, the process you should expect us to employ and where to go should we not be able to resolve your complaint, or should you not find a satisfactory resolution to your complaint. 

This complaints procedure is aimed at resolving complaints quickly and satisfactorily and further improving the quality of our service.

What our complaints procedure covers

You may wish to make a complaint with regard to the services which we have provided to you, which include:

  • Manual errors or mistakes

  • Unexplained delays

  • Staff behaviour / conduct

  • Breach of contract / terms of business

     

How to make a complaint

If you are unhappy with the service we have provided to you for any of the above, you should in the first instance forward your complaint directly to Debt Expert via email or letter. Your complaint will be forwarded to Elizabeth McTear, the Complaints Handler. A written acknowledgement will be sent to you within 5 working days of receiving the complaint.  

If you are making a complaint we recommend you have the following information to hand, as this will allow your complaint to be handled quicker:

  • Your name and reference number

  • Contact details – including preferred time and method of contact

  • Nature of your complaint – including dates / timescales involved

  • Any relevant additional information

How we will action your complaint

Our Complaints Handler is trained to handle your complaint sensitively and efficiently. We will listen to you and seek to understand your experience in detail. We will ask questions and will ensure we have the full picture before taking action or providing a response / resolution.  

We may also need to further investigate your complaint, this might mean to check system notes, or current process, before we can action the complaint.

We aim to have your complaint resolved to your satisfaction at the earliest opportunity, and within 8 weeks from the date we receive your complaint. We will keep you updated on the progress of the measures being taken to resolve the complaint.

Once all information has been considered you will be provide you with a written response to confirm whether the company rejects your complaint or accepts, either completely, or to some degree your complaint and an offer of redress or remedial action.

Where applicable, you will be advised of what steps the company will take to put right the complaint and ensure that the same problem does not reoccur.

Financial Ombudsman Service

If you are not satisfied with our final response, you may refer the matter to the Financial Ombudsman Service, which can be contacted on the below;

Telephone: 0800 023 4 567/ 0300 123 9 123

The Financial Ombudsman Service
Exchange Tower
London

E14 9SR

complaint.info@financial-ombudsman.org.uk 

Please note that you have six months from the date of our final response to refer the matter to the Financial Ombudsman Service.  We hope that you will accept our decision. If this should not be the case, you remain free at all times to seek an independent form of advice.

Contact Us

You can write to: 61 Hamilton Square, Birkenhead, Merseyside, CH41 5AT.

13. Disputes

Your use of this Website and any purchase by you of any goods from Debt Expert Limited shall be governed by English law and the parties hereto submit to the exclusive jurisdiction of the English courts.

14. General

You acknowledge and agree that these Terms and Conditions, which include our Privacy Policy, constitute the complete and exclusive agreement between us concerning your use of or purchases on the Site, and supersede and govern all prior proposals, agreements, or other communications. We reserve the right, in our sole discretion, to change these Terms and Conditions at any time by posting the changes on the Site.