Congratulations on now being debt free and we are pleased that our debt management plan enabled you to get here. I am also sorry that you did not find our service met your expectations and would like to respond to the points raised.
Our fees are very clearly explained at the outset of the plan and are to cover all costs involved in set up and management of your plan including negotiating with your creditors and disbursing your payments and providing advice and services ad hoc as and when required by our customers.
A monthly statement is issued which shows payments made and disbursed to your creditors, as well as fees paid and please note all payments are distributed to creditors weekly and so always within 5 working days of receipt from our customers, frequently sooner.
We ask the creditors to send us accurate balances at least 6 monthly but can request these as and when customers require them but as the monthly statement shows payments made, balances can be roughly calculated using the statement if required.
Accounts are regularly diarised to review and especially towards the end of the plan to confirm balances with creditors and to ensure that customers are made aware of the clearance of their debt and end of their debt management plan, as we did for yourself in November.
Finally I would like to thank you for your feedback and I hope this goes a little way to explaining your points raised.
Customer Services
