Debt Leaf
Legal

Complaints Procedure

We take complaints seriously. If you are unhappy with any aspect of our service, we want to hear from you so we can put things right.

Last updated February 2026

Our Commitment

At Debt Leaf (a trading style of SLWB Ltd), we are committed to providing you with the highest standard of service. We recognise, however, that there may be occasions when things go wrong and you feel the need to complain.

We treat all complaints fairly, consistently, and promptly. Our complaints procedure is free to use and we will not treat you differently because you have made a complaint.

How to Make a Complaint

You can make a complaint using any of the following methods:

By phone

Call us on 0800 123 4567 (freephone). Our lines are open Monday to Friday, 9am to 5pm.

By email

Send your complaint to [email protected]

By post

Write to us at:
Complaints Department
SLWB Ltd
Second Floor A, Cheadle Place
Stockport Road, Cheadle
SK8 2JX

Information to include

To help us investigate your complaint as quickly as possible, please include:

  • Your full name and contact details
  • Your case reference number (if applicable)
  • A clear description of your complaint
  • What outcome you are looking for
  • Copies of any relevant documents or correspondence (do not send originals)

What Happens Next

Acknowledgement

We will acknowledge your complaint within 5 business days of receiving it. Our acknowledgement will confirm who is handling your complaint and what the next steps are.

Investigation

A senior member of our team will investigate your complaint thoroughly and impartially. During the investigation, we may contact you to request further information or to discuss the matter.

Resolution

We aim to resolve all complaints as quickly as possible. We will send you our final response within 8 weeks of receiving your complaint. Our final response will:

  • Summarise the complaint and the investigation
  • Explain our findings and decision
  • Set out any action we intend to take to resolve the complaint
  • Inform you of your right to refer the matter to the relevant ombudsman or regulatory body if you remain dissatisfied

If we are unable to resolve your complaint within 8 weeks, we will write to you explaining the reasons for the delay and when you can expect a response.

If You Are Not Satisfied

If you are not happy with our final response, or if 8 weeks have passed since you first complained and you have not received a final response, you may have the right to refer your complaint to the following bodies:

Financial Ombudsman Service

If your complaint relates to our regulated debt advice services, you can refer it to the Financial Ombudsman Service. The Financial Ombudsman is a free, independent service for resolving disputes between consumers and financial businesses.

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

Insolvency Practitioners Association (IPA)

If your complaint relates to the conduct of our Insolvency Practitioner, Adam Southard, you may refer it to the Insolvency Practitioners Association, which is the regulatory body that licenses and monitors our Insolvency Practitioner.

The Insolvency Service

You may also contact the Insolvency Service, which is the government agency responsible for overseeing insolvency matters in England and Wales. You can report complaints about the conduct of an IVA via their website at www.gov.uk/complain-about-insolvency-practitioner.

Complaints About Your Data

If your complaint relates to how we have handled your personal data, you also have the right to lodge a complaint with the Information Commissioner's Office (ICO):