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Complaints

Any reference to “we”, “our” or “us” in this Complaints Procedure shall mean What The Debt.

What The Debt is a company incorporated in Scotland, with its registered office at:

48 West George Street, Suite 2/3, Glasgow, Scotland, G2 1BP

What The Debt is registered under the Data Protection Act 2018 with the Information Commissioner’s Office (the, “ICO”).

The following complaints procedure is made available to every consumer upon request, it is published on the company’s website, and is included in a summary form in our customer documentation.

We are committed to resolving complaints as quickly as possible. In the event you are unhappy with our services and wish to make a complaint, please follow the appropriate procedure.

At What The Debt, our aim is to provide you, at all times, with a first-class standard of service and the highest standards of advice. However, there may be occasions when you feel that these objectives have not been achieved. If you have a complaint about the service provided by us then you can contact us in any of the following ways:

Contact Information

By post to:

What The Debt
48 West George Street
Suite 2/3
Glasgow
Scotland
G2 1BP

By email to: info@whatthedebt.com

Dealing with Your Complaint

If your complaint is in respect of advice provided

  • We will acknowledge receipt of the complaint within three working days and we will respond to your complaint in full within eight weeks.
  • If we require any further information from you while we investigate, we will contact you.
  • If your complaint is complex and will take longer than 8 weeks to investigate, we will keep you updated on the progress.
  • If you make an oral complaint, our written acknowledgement will set out our understanding of your concerns.
  • If another firm may be solely or jointly responsible, we will promptly forward your complaint or part of it to that firm and let you know we have done so.
  • Where we are able to resolve your complaint within 3 business days to your satisfaction, we will issue a written summary of our findings and conclusion.
  • If you remain dissatisfied, you may refer the issue to the Financial Ombudsman Service (FOS) at: Financial Ombudsman Service
    Exchange Tower
    London
    E14 9SR
    Website: www.financial-ombudsman.org.uk
  • We will endeavour to issue our Final Decision Letter within 8 weeks. If the investigation is still ongoing, we will confirm this in writing, explain why, and tell you when to expect the next update.
  • If your complaint is upheld, we will provide fair compensation for any acts or omissions for which we are responsible, once you have accepted our decision.
  • If you are not satisfied with our Final Decision Letter, you can refer the matter to the FOS within 6 months.

If your complaint is in relation to the administration of an Individual Voluntary Arrangement (IVA)

  • We will acknowledge receipt of the complaint within five working days.
  • If we are still investigating after four weeks, we will explain why and provide an expected timeline.
  • We will provide a full response within eight weeks, confirming whether the complaint has been upheld, partially upheld, or not upheld, and what action (if any) will be taken.

Regulator Details

The Insolvency Practitioner at What The Debt is regulated by the Institute of Chartered Accountants Scotland (ICAS). ICAS promotes and maintains high standards throughout the insolvency industry and undertakes regular monitoring to ensure practitioners act in line with insolvency rules, legislation, the code of ethics, and best practice guidelines.

Further Escalation

If you are dissatisfied with our final response, or we have not been able to resolve your complaint, you can escalate the matter to ICAS using the Insolvency Complaints Gateway:

Please note: Even if a complaint is upheld, regulators will not intervene or adjudicate on case-specific matters; they will only consider whether disciplinary sanctions should be applied to the insolvency practitioner.

What The Debt 2025

48 West George Street, Suite 2/3, Glasgow, Scotland, G2 1BP