Hamilton Marketing Limited are committed to giving you the highest standards of service and customer care. If a client or service provider does not think we have succeeded in achieving this we encourage their feedback to enable us to rectify any concerns and improves upon services.
A complaint is considered to be treated as a complaint when an expression of dissatisfaction is expressed, complaints can be raised by any reasonable communication method, including verbally, by email, by post, through a representative, or by any other available contact method.
2.1 If you are dissatisfied with any aspect of our service, you can tell us by phone, email, letter or any other reasonable means.
2.2 Complaints can be either e-mailed or posted to the following:
2.3 Hamilton Marketing Limited
2 Southbrook Terrace
Bradford
England
BD7 1AB
2.4 help@changeyourdebt.co.uk
2.5 Hamilton Marketing Limited staff are aware of the complaints procedure and will guide complainants through the formal review process should that be appropriate.
2.6 Complainants are encouraged to provide details about themselves so that we can directly attempt to redress the potential problem, however, anonymous complainants will be considered with equal value and will be used to make future service improvements where required.
2.7 Complainants are also encouraged to advise Hamilton Marketing Limited in regards to what action they would like us to take to resolve their complaint.
2.8 Upon receipt of the formal complaint, Hamilton Marketing Limited will issue an acknowledgment within a timescale of 5 working days.
2.9 Hamilton Marketing Limited aims to start an investigation on the complaint upon receipt and aims to respond to the complainant within a timescale of 4 weeks. If Hamilton Marketing Limited are unable to meet this timescale and update will still be sent to the complainant to ensure they are aware of the complaints progress.
2.10 Hamilton Marketing Limited aims to send a final response within a timescale of 8 weeks of receiving the formal complaint. If Hamilton Marketing Limited are unable to meet this timescale and update will still be sent to the complainant to ensure they are aware of the complaints progress.
2.11 Hamilton Marketing Limited records all complaints on the client’s file where possible and also within a central database. Actions and outcomes of these complaints are also recorded.
2.12 Any complaints to Hamilton Marketing Limited will be reviewed and will be used to make future service improvements where required.
2.13 Should complaints to Hamilton Marketing Limited highlight any particular areas of concern/improvement, necessary remedial action will be taken.
3.1 Compliments can initially be expressed verbally
3.2 Compliments can be sent directly to the adviser via the contact details provided
3.3 Compliments can also be directed to:
Hamilton Marketing Limited
2 Southbrook Terrace
Bradford
England
BD7 1AB
Effective Date: 27 July 2026
This Data Protection Complaints Policy meets the requirements of the Data (Use and Access) Act 2025 (DUAA) and guidance issued by the Information Commissioner's Office (ICO).
Covers complaints regarding personal data privacy, handling, use, disclosure, retention, accuracy, access requests or personal data breaches.
This policy establishes our internal process for resolving data protection complaints under Section 164A of the Data Protection Act 2018, as amended by the Data (Use and Access) Act 2025.
This policy applies across all areas of the business and covers personal data relating to customers, employees, suppliers, contractors and other third parties.
We take your personal data privacy seriously at every stage of your journey with us. This policy explains how you can complain if you feel we have mishandled your personal information, outlines our response times and explains your rights.
Email: help@changeyourdebt.co.uk
Post: Data Protection Officer, Hamilton Marketing Limited, 2 Southbrook Terrace, Bradford, BD7 1AB
We will acknowledge receipt within 30 days, investigate without undue delay, keep you informed as appropriate and communicate the outcome without undue delay.
Our Data Protection Officer or nominated Data Protection Lead oversees complaints. We will review the processing of personal data, make appropriate enquiries, assess whether any breach has occurred, take corrective action where required and maintain a complete audit trail.
Where a complaint includes both data protection concerns and service-related issues, we may investigate them alongside one another. Data protection issues will be handled in accordance with applicable legal requirements and will not be unnecessarily delayed.
If you remain dissatisfied, you may contact the Information Commissioner's Office (ICO).
Website: www.ico.org.uk/make-a-complaint
Telephone: 0303 123 1113
Address: Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF