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How to complain… always aim to be fair and honest in everything we do, so if you have a
complaint about any aspect of our service we’re keen to resolve it as quickly as possible.
You can contact us is any of the following ways: By Post:


Complaints Department
Fidelitas Group Limited
Beckwith House


By Phone: 0800 002 9061


By Email:


We will acknowledge receipt of the complaint within 3 working days and we hope to provide a
final response within 4 weeks. We will write to you again within 4 weeks if we are unable to
provide a final response within that time period. In any event we will respond to your complaint
in full within 8 weeks.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks,
you may refer the complaint to –


Financial Ombudsman Service
Exchange Tower
E14 9SR
Telephone: 0800 023 4567
Web site:

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