Our Commitment to our Customers if Dissatisfied

To ensure that we provide the kind of service you expect we welcome your feedback. If you have any issues relating to the work your Insolvency Practitioner undertakes (only applicable for IVA clients), you should refer this directly to your Insolvency Practitioner who will (as relevant) inform you of their respective complaint handling procedure. If at any time you are not happy with the service that Blair Endersby has given you, in the first instance, please telephone the business area you usually deal with in order to explain your concerns. Calls may be recorded and / or monitored for quality purposes. Alternatively, if you want to write to us please send your complaint to: Compliance Department, Blair Endersby Ltd, Lloyds House, 18 - 22 Lloyd Street, Manchester. M2 5BE.

A copy of our Internal Complaints Procedure is also available upon request from the contact details given above. Using our Internal Complaints Procedure will not affect your legal rights. We are subject to the jurisdiction of the Financial Ombudsman Service.

If we are unable to resolve your complaint by the end of the next working day following receipt, we will write to you within 10 working days of receipt and inform you who is dealing with it.

We aim to resolve all complaints satisfactorily within 4 weeks of receipt; although where more detailed investigation is required the process may take longer. You will be kept informed of the timescale that will be required for us to investigate your complaint.

We will review all necessary documentation and information to enable us to carry out a thorough investigation of your complaint. Most of our customers' concerns can be resolved quickly but occasionally more detailed enquiries are needed. In some instances we may need you to provide us with further information or relevant authority to contact a third party. Once an investigation of your concerns has been made, we will provide a written response to confirm our findings and the proposed resolution.

Within 4 weeks of receipt of your complaint we aim to provide you with a full written response. However, if we have been unable to complete our investigation we will provide you with an update at that time.

Our intended maximum response period for our final written response is 8 weeks from receipt of your original complaint. However, if we have been unable to complete our investigation we will provide you with a further update at that time.

Clearly, we would always want to resolve any concerns you raise with us internally. However, should you remain dissatisfied following our final written response, or 8 weeks have elapsed since you raised your complaint with us and you are not happy with the progress made and wish to take this further, you can refer the matter to:

The Financial Ombudsman Service (FOS), South Quay Plaza, 183 Marsh Wall, London, E14 9SR. Tel: 0845 080 1800. Please note that the FOS provides a free independent complaint handling service.

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* Only applicable for an IVA – Terms & Conditions Apply: Debt write off applies only where an Individual Voluntary Arrangement is suitable, adhered to and at the end of 60 months. This relates to unsecured debts that were included with an IVA and does not include any secured debts mortgages, HP or utility bills. Failure to adhere to an IVA can result in bankruptcy. An IVA will affect your credit rating for up to 72 months after completion of your IVA. Fee Payable this is paid out of your monthly contributions to your IVA and will be notified to you in advance. Homeowners may be required to remortgage after 4 years. Alternative solutions may be offered.
* Blair Endersby Ltd: Registered Office Address: 8 St John Street, Manchester, M3 4DU. Registered in England and Wales: 3849301: Consumer Credit Licence Number:480389, VAT Registration:927234914: Data Protection Registration No Z8891939: â€“ Blair Endersby is part of the Paymex Group.
Blair Endersby is a sister company of Baines and Ernst Debt Solutions Specialists

† Calls are free if made from a BT landline. Calls made from mobiles and other networks may be charged. Please check with your service provider. Mobile phone users may find it cheaper to call 0161 656 7702.