Complaints Procedure




Payment Plan Limited wants to ensure that all existing and potential customers are provided with an excellent service where they are treated fairly, promptly and efficiently whilst at the same time providing appropriate debt advice according to their circumstances.


How to make a complaint


If at any time you are not happy with the service we provide, please telephone us on 0114 331 0095 and we will try to resolve the situation for you. It may be possible that an explanation is found immediately however, if that is not the case, we will give you an approximate time period of no longer than 5 working days when you will be contacted with a solution.


If you wish to make a formal complaint, please contact us by writing to:-


Complaints Manager

Payment Plan Limited

No 6,Twelve O’Clock Court

21 Attercliffe Road


S4 7WW


Or you can send an email to


What happens next


We will send you a written acknowledgement of your complaint by the end of the next business day with confirmation of who will be dealing with it. Our Complaints Manager will review your complaint with a view to finding a resolution at the earliest opportunity.


Your complaint will be logged accordingly to ensure that an audit trail is produced and to provide transparency in the way the matter is dealt with.


If the complaint involves a third party company, we will contact them and ask them to contact you directly in order for them to deal with their part of the complaint.


Our aim is to provide you with a full written response within 15 working days. However, if your complaint requires a more detailed investigation, we will write to you with an update within this time period.


You should expect to receive a final written response within 8 weeks from the date of your complaint. However if for any reason we are unable to complete our investigation within 8 weeks, we will write to you with an update detailing the reasons for the delay.


If your complaint is upheld, we will contact you to advise how we intend to rectify the situation and ensure that it won’t happen again.


If you remain dissatisfied with the final written response to your complaint, the way your complaint has been handled or 8 weeks have elapsed since you made your complaint and you are not happy with the progress being made, you are able to take this matter further by writing to:


Financial Ombudsman Service

Exchange Tower London

E14 9SR


Contact numbers

0800 023 4 567 calls to this number are normally free for people ringing from a “fixed line” phone but charges may apply if you call from a mobile phone

0300 123 9 123 calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs