You can make a complaint by emailing:
Please include enough information for us to identify your enquiry and understand your complaint.
This may include:
- Your name;
- Your eZe Debt Help enquiry reference, if known;
- Your email address or telephone number;
- What happened;
- When it happened;
- Why you are unhappy; and
- What you would like us to do to resolve the matter.
You do not need to use any particular wording or format to make a complaint.
We will record your complaint and review the information available to us.
We aim to acknowledge your complaint promptly and, where possible, within three business days of receiving it.
We will investigate your complaint fairly and may contact you if we need additional information.
We aim to provide our response within 15 business days of receiving your complaint. If we are unable to provide a response within that time, we will let you know and explain the reason for the delay.
More complex matters may take longer, particularly where we need information from another organisation. We will keep you informed where this applies.
Depending on the complaint, our review may include:
- Website enquiry and introduction records;
- Lead notes and associated enquiry information;
- Attribution or introducer information;
- Email or telephone contact records available to us;
- Supporting-document delivery records;
- Acknowledgement records;
- Information recorded through eZe AI Agent, where relevant; and
- Communications with an introducer or provider where relevant.
We will only use personal information needed to investigate and respond to the complaint.
eZe Debt Help is an information and introduction service operated by eZe Ai Solutions Ltd.
We provide general information about debt solutions and can help you request an introduction to a debt solution provider. We do not assess which debt solution is suitable for you or make a recommendation.
eZe Ai Solutions Ltd is not authorised by the Financial Conduct Authority to provide regulated debt advice.
Complaints about the eZe Debt Help website, how we handled your enquiry, our communications, eZe AI Agent, an introduction we made, or our handling of your personal information should be raised with us using the contact details on this page.
If your complaint concerns debt advice, a recommendation, the administration of a debt solution, fees charged by a provider, or another service provided by an organisation to which you have been introduced, the complaint should normally be made directly to that provider.
The provider is responsible for its own advice, recommendations, services, fees and complaints procedure.
Depending on the provider, service and circumstances, you may have a right to refer a complaint to an external complaints or ombudsman service. The provider should explain any escalation rights that apply to your complaint.
eZe Debt Help does not determine whether a complaint about another organisation is eligible for consideration by the Financial Ombudsman Service or another external complaints body.
If you are unsure whether your complaint concerns eZe Debt Help or a provider, contact us and we will help identify the appropriate organisation where possible.
If your concern relates to the way eZe Debt Help has collected, used, shared, stored or protected your personal information, please contact us first at:
You also have the right to complain to the Information Commissioner's Office about the handling of your personal information.
Visit the Information Commissioner's Office website for further information.
If you need additional support to make or discuss a complaint, please tell us.
We will aim to communicate clearly and consider reasonable adjustments where appropriate to help you engage with the complaints process.
You only need to tell us the information necessary for us to understand what assistance you require.
We may keep records relating to a complaint, investigation, response and associated evidence where necessary for legal, audit, compliance or dispute-resolution purposes.
Complaint records will be handled in accordance with our Privacy Policy and applicable data protection requirements.
To make a complaint or ask a question about our complaints procedure, contact:
eZe Debt Help
Email:
info@ezedebthelp.co.uk
eZe Debt Help is a trading name of
eZe Ai Solutions Ltd.
Registered in England and Wales.
Company number: 17452124.