Aritel Limited T/A Step Away Debt (“we”, “us”, “our”) is committed to providing a fair, transparent, and consistent process for handling complaints. We aim to resolve all concerns promptly and ensure that our customers feel fully supported throughout their experience with us.
This Complaints Procedure explains how you can raise a complaint, how we will respond, and what you can expect from us.
1. What You Can Complain About
You may raise a complaint if you feel dissatisfied with:
- The service, information, or advice you received from Step Away Debt
- The way your enquiry was handled
- Any delay or failure in responding to you
- How we processed your personal data
- Behaviour or conduct of our staff
- Any part of the referral process to an Insolvency Practitioner or authorised debt-solution provider
We take all concerns seriously, whether they relate to service quality, communication, or compliance.
2. How to Make a Complaint
You can submit a complaint using any of the following methods:
Email: info@stepawaydebt.com
Phone: 0203 793 4392
Post: Suite 25, Lavenham Business Centre, Parsons Street, Oldham, OL9 7AH
Please include:
- Your full name
- Contact information
- A clear description of the issue
- Any relevant dates or supporting information
This helps us investigate more quickly and effectively.
3. What Happens When You Submit a Complaint
3.1 Acknowledgement
We will acknowledge your complaint within 5 business days of receipt, confirming that it is being reviewed.
3.2 Investigation
A member of our Compliance Team will:
- Review your account or enquiry
- Examine relevant communications
- Where required, liaise with staff members or partner organisations
- Assess whether standards have been met
3.3 Response
You will receive a final response within 14 business days. If we require more time due to complexity, we will inform you and provide a revised timeframe.
Our final response will include:
- A summary of your complaint
- The outcome of our investigation
- Any corrective action taken
- Information on what you can do if you remain dissatisfied
4. If Your Complaint Involves an Insolvency Practitioner or Debt-Solution Provider
Once your enquiry is referred, the Insolvency Practitioner or FCA-authorised provider becomes an independent organisation with responsibility for its own conduct.
If your complaint relates to:
- Advice received directly from the provider
- The administration of a Debt Management Plan, IVA, or any regulated solution
- Their communication or service
We may direct you to their own internal complaints procedure, as they are required to handle such matters under their regulatory obligations. We will assist you in identifying the correct point of contact.
5. If You Remain Dissatisfied
If you are unhappy with our final response, you may escalate your concerns to the:
Information Commissioner’s Office (ICO) — if the issue relates to data protection
Website: www.ico.org.uk
6. Continuous Improvement
All complaints are logged and reviewed by our Compliance Team to:
- Identify trends
- Implement staff training
- Improve customer experience
- Strengthen internal processes
We use complaints as an opportunity to enhance the service we offer.
7. Contact Us
For any complaint or feedback, please contact:
Step Away Debt
Suite 25, Lavenham Business Centre, Parsons Street, Oldham, OL9 7AH
Email: info@stepawaydebt.com
Phone: 0203 793 4392
