Complaints Procedure

DebtFree is a trading style of Harrington Brooks (Accountants) Ltd. Our goal is to give excellent service to all of our clients but we recognise that things do go wrong occasionally. We take all complaints seriously and aim to resolve all of our client's problems promptly.

How to complain

Please contact Client Services on 0871 559 2877 and we will try and resolve your complaint by telephone.

If you wish to make a formal complaint you must set it out in writing to:

Harrington Brooks (Complaints)
Jackson House
Sibson Road
Sale
M33 7RR

How Harrington Brooks will deal with your complaint

We aim to resolve your complaint as soon as possible. Sometimes things take a little more time. Please find below the process that Harrington Brooks will adhere to respond to your query.

Within 5 days of receipt of your complaint you will receive from us an acknowledgement letter to let you know that your complaint is being dealt with.

Within 4 weeks you will receive from us:-

If the complaint is still being investigated within 4 weeks of receipt, we are obliged to send you a further response to let you know what is happening.

This letter should detail either:

  • The reasons why more time is required to investigate your response but you should expect to receive a final response within another 4 weeks.
  • The final response from us. This will include the findings from our investigation and details of any compensation if appropriate.

 

Within 8 weeks you will receive from us:-

Within 8 weeks of receiving your complaint we are obliged to have fully investigated it and provide you with the details of our findings, and details of any compensation that we consider are due – in other words our Final Response.

Hopefully this would be a mutually satisfactory response.

We will maintain contact with you throughout the process, and during this period, feel free to contact the Compliance Manager if you have any queries.

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