If you have a complaint

If you’re reading this, something may have gone wrong - we’re really sorry if it has. If you tell us about it, we’ll look into it thoroughly and correct any error we have made. Thank you for taking the time to help us improve our service for you and everyone else. This page tells you about how we respond to complaints, and what you can expect us to do if you complain to us.

How to complain in the first instance

The first thing to do is let us know what’s happened – please provide as much information about your complaint as possible. You can either call us, email us or write to us (see details below).

We’ll need to know:

  • Exactly what’s gone wrong, and how and when it happened

  • Anything specific you’d like us to do to put things right

  • Your name, address, and contact phone number

  • Your Crosslight reference number if you know it

  • Anything else you think is relevant

Once we have this information, we’ll be able to start looking into your complaint.

How we will deal with your complaint

We will pass your complaint to a senior member of our team who will will thoroughly investigate your complaint and make every effort to resolve it.

We will then write to let you know our final response. This letter will include details of what we found, what we plan to do as a result, and why we made the decision we came to. If it looks like these investigations will take more than eight weeks from when you first contacted us, we will keep you updated on our progress.

Contacting us

You can contact us in any of the following ways. Please mention that you wish to make a complaint using our complaints process.

Phone:            0300 373 1180

E-mail:             info@crosslightadvice.org

Post:                Crosslight Debt Advice, HTB Brompton Road, London, SW7 1JA

Taking it further

If your complaint relates to a regulated activity (i.e. debt advice) and you’re not satisfied with the decision we’ve taken on your complaint and wish to take it further, you can ask the Financial Ombudsman Service to look into your complaint for you. This is a free, independent service for resolving disputes. You must do this within 6 months of the date of our final response letter.

Phone:            0800 023 4567 or 0300 123 9 123

E-mail:             complaint.info@financial-ombudsman.org.uk

Online:            www.financial-ombudsman.org.uk

Post:                The Financial Ombudsman, Exchange Tower, London, E14 9S


If you are making a complaint specifically about a Debt Relief Order and you are not satisfied with our final response, you may take your complaint to Advice UK, which is the Competent Authority who authorises our DRO Intermediaries.

Post:                Policy & Campaigns Coordinator, Advice UK, Suite 610, 150 Minories, London, EC3N 1LS

Our Complaints Policy

You download a copy of our complaints policy here.