What You Can Complain About

You can contact us to make a complaint about:

• The service you’ve received from Cura Care Online

• Any written or verbal communication you feel was unclear or unfair

• Account issues, disputes, or delays

• Data handling or concerns about your personal information

If your concern relates to your insolvency practitioner or DMP provider, we’ll guide you to the correct complaint channel (see below).

How to Make a Complaint

We aim to make our complaints process simple and respectful. You can contact us in the following ways:

Email: complaints@curacareonline.co.uk
Post:
Cura Care Online
Da Vinci Suite,
Pera Business Park,
Nottingham Road,
Melton Mowbray,
England, LE13 0PB

Our team is available Monday–Friday, 9:00 AM to 5:00 PM.

Tip: Include your full name, account reference, and a clear description of the issue to help us resolve it faster.

What Happens Next?

• We aim to resolve most complaints within 3 working days

• If we need more time, we’ll acknowledge your complaint within 5 working days

• We aim to provide a full response within 4 weeks

• If your complaint is still unresolved after 8 weeks, you can escalate it to the Financial Ombudsman Service

We’ll keep you updated throughout the process.

What If Your Complaint Isn’t About Cura?

Sometimes, complaints may relate to your debt management provider or insolvency practitioner rather than Cura directly. In these cases:

• First, try contacting your Supervisor or Trustee directly

• If you can’t resolve the issue, you can submit a complaint through the Insolvency Service Gateway:
  https://www.gov.uk/complain-about-insolvency-practitioner

If You Need to Escalate Further

If after eight weeks we’ve been unable to resolve your complaint, or you’re unhappy with the outcome, you can contact:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0300 123 9 123
Web: www.financial-ombudsman.org.uk

The Financial Ombudsman Service (FOS) exists to mediate on complaints between customers and financial services firms when they cannot come to an agreement themselves. There is no cost to customers for their services.

They offer a free, impartial resolution service.

Need Help Right Now?

Not sure where your complaint should go? Our Customer Care team can help you figure it out.