Promise Debt Solutions Customer Charter
Congratulations on taking this important step towards giving you peace of mind and
the chance of a brighter future. As part of our promise to you we will deliver the
following services:
- We will act in your best interest at all times
- We will review your circumstances annually or sooner should they change or if any
of your creditors request we do and ensure your plan reflects your current financial
position
- We will keep your information in the strictest confidence and disclose it only as
necessary to manage your payment plan
- We will keep the money you pay to us other than your first payment (initial fee)
in a non interest bearing bank account and pay your monthly payments to your creditors
5 working days once cleared
- We will refund any money held by Promise Debt Solutions intended for your creditors
which has not been distributed by us unless you tell us otherwise and inform your
creditors of the termination of the plan within 7 days
- We will deal with any complaint in accordance with our written complaints procedure,
a copy of which is available on request by writing or telephoning us
- We will provide you with regular updates of any creditor contact or negotiations
made on your plan
- We will provide you with information on balances owed (or if an accurate figure
is not known the best estimate), the period of payments needed to clear your debts,
the fees payable to us and a statement of payments made to your creditors
- We will on request provide you with a statement showing your current position once
on a payment plan
- We will ensure that all our staff are fully trained in order to provide you with
this service and that they will comply with the OFT’s Guidance Notes of December
2001 and any amendments made to this guidance
- We will co-operate with local consumer advisors or anyone appointed by you to act
on your behalf with your written authority
- We will return copies of any documentation to you at the end of your plan if you
request it
- We will comply with the Debt Management Guidance Notes of December 2001 written
by the Office of Fair Trading (OFT) and any amendments made to this guidance
- We will act in accordance with all applicable law