Complaints

Last Updated: 28/02/25

At Mums Out Of Debt, a trading name of Lawson Fox Debt Solutions Limited, we are committed to providing the highest level of service. However, we understand that sometimes things may not go as expected. If you are unhappy with any aspect of our service, we want to hear from you so we can put things right.

1. How to Make a Complaint

If you wish to make a complaint, you can contact us through any of the following methods:

Email: gdpr@lawsonfox.co.uk

Post:

Lawson Fox Debt Solutions Limited

Falcon Mill

3rd Floor

Handel Street

Bolton

BL1 8BL

What Happens Next?

Acknowledgement – We will acknowledge your complaint in writing within 5 business days of receiving it.

Investigation – A senior member of our team will review your complaint and investigate the matter thoroughly.

Response – We aim to provide a final response within 8 weeks. If we need more time, we will inform you and explain why.

If You Are Not Satisfied

If you are unhappy with our response, or if 8 weeks have passed and we have not resolved your complaint, you have the right to escalate your complaint to the Financial Ombudsman Service (FOS).

How to Contact the Financial Ombudsman Service (FOS)

Website: www.financial-ombudsman.org.uk

Phone: 0800 023 4567 (free from UK landlines) or 0300 123 9123

Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

You must refer your complaint to the Financial Ombudsman Service within 6 months of receiving our final response.

Complaining to the Financial Conduct Authority (FCA)

The Financial Conduct Authority (FCA) does not investigate individual complaints but oversees firms to ensure they follow regulations. If you believe we are not complying with FCA rules, you can report concerns to them.

Website: www.fca.org.uk

Phone: 0800 111 6768

Commitment to Fair Resolution

We take complaints seriously and will:

  • Treat you fairly and with respect.
  • Investigate your complaint thoroughly.
  • Provide a clear and honest response.
  • Learn from complaints to improve our services.