Complaints procedure

We're always here to listen and improve

At National Debt Relief/McCambridge Duffy, we value your feedback. Your complaints help us identify areas for improvement and ensure that we continue to provide the best possible service. If you have a concern or complaint, please don't hesitate to share it with us.

How to submit a complaint

Contact us

Begin by reaching out to our team. This could be the individual you were dealing with or the department manager. You can contact them through one of the below methods. If you do not wish to discuss with them directly, please reach out to us via post at the address below.

Phone:
Please call us on : 074 917 7527

Post:
National Debt Relief / McCambridge Duffy
Suite 6, Spencer House
High Road
Letterkenny
County Donegal
F92 V8XC

Email:
Click here to email us

What should I include in my complaint?

Let us know that you wish to lodge a complaint and explain the reasons why. Please provide as much detail as possible about your complaint. This might include:

• Your name, address and case reference number
• Any relevant names of staff and dates relating to your complaint. This will help us find the relevant information.
• Copies of any correspondence or documents relating to your complaint
• A clear description of the issue.
• How you would like us to resolve your complaint

Our commitment

We take all complaints very seriously and are committed to resolving them as quickly and efficiently as possible. We genuinely appreciate your feedback, whether it's positive or a complaint. It's an essential part of our commitment to continuous improvement. Your input helps us enhance our products and services, making them better for everyone.

Our goal is to resolve your complaint to your satisfaction and learn from the experience to prevent similar issues in the future.

Review

We will acknowledge your complaint in writing, within 5 working days of receipt.

Your complaint will be reviewed by the department manager and your Personal Insolvency Practitioner (PIP) and an investigation will be initiated.

Resolution

We will work diligently to address your complaint and provide a resolution within a further 14 days.

During these fourteen days the department manager and PIP will be ascertaining the background facts as quickly as possible. They may need to contact you during this time to seek additional information as required.

In the event that the PIP requires more time to fully investigate the complaint they will inform you in writing of a reasonable timetable for response, along with reasons for the delay.

What to expect

Once the review and resolution has been completed we will provide a reply which will include conclusions of the PIP and/or department manager investigations.

Your reply will include full and clear explanations of the reasons for the conclusions that have been made.

The PIP may detail any legislation which is specific to your case, to ensure that it is made clear why a particular procedure is required, which may have been the cause for complaint in the first instance.

Should the investigations conclude that an error has been made the PIP and/or department manager, we will rectify the error promptly and offer an apology for the error.

Further action

Complaints Officer

If you are not satisfied with the initial response to your complaint, you should write to:
The Complaints Officer, Ronan Duffy. Where the complaint is in relation to a case administered by Ronan Duffy the complaint shall be reviewed by another McCambridge Duffy PIP.

The Complaint Officer will then conduct a review of the complaint with the assistance of another PIP of the company. They will investigate the complaint and review all documentation relating to the complaint provided by you and used by the original PIP to formulate the response previously provided.

The Complaints Officer will provide a response to your complaint within a further fourteen days with their findings.

External review

If you are still not satisfied with the responses to your complaint you can escalate the matter with an external body for independent review:
Insolvency Service of Ireland
Phoenix House Conyngham Road Dublin 8

Telephone: 076 106 4200 (9am to 6pm)

Web: www.isi.gov.ie

Your feedback matters

We genuinely appreciate your feedback, whether it's positive or a complaint. It's an essential part of our commitment to continuous improvement. Your input helps us improve our services, making them better for everyone.