How Does The Complaints Process Work?
If you are unhappy with how a debt is being handled, you can raise a complaint, expect a fair response, and escalate to an independent scheme if needed.
In this answer
- Describe the usual steps in making a complaint
- Set expectations for how a complaint should be handled
- Explain when and how to escalate
- Show how Merion approaches complaints
- Signpost free, independent help
5 min
Raising a complaint
A complaint is simply telling a business that something is wrong and that you want it looked into. You do not need special wording or a lawyer. It helps to be clear about what happened, what you would like done, and how you can be contacted.
With Merion, you can raise a concern directly through our contact page. We treat complaints as valuable feedback, not an inconvenience.
What to expect
A well-run business will acknowledge your complaint, look into it fairly, and respond within a reasonable time with a clear explanation of the outcome. Good practice is to keep you informed, listen properly, and put right anything that went wrong.
Where a complaint touches on a disputed debt or financial hardship, those issues should be considered as part of the response — not used as a reason to keep pressing for payment regardless.
Escalating if needed
If you are not satisfied with the response, or you do not hear back within a reasonable time, you can escalate. Depending on the matter, that may mean an external dispute resolution scheme or a relevant regulator.
A good business will tell you about these options openly. You can read more in our guides on external dispute resolution and AFCA.
Getting support
You do not have to navigate a complaint alone. Free, independent financial counselling is available through the National Debt Helpline on 1800 007 007, and counsellors can help you understand your options.
Merion's aim is to resolve concerns fairly and quickly, and to be transparent about what to do if you remain unhappy.
This page is general information only and is not legal advice.
Key takeaways
- You can complain in plain language — no special form is needed
- Expect acknowledgement, a fair review, and a clear response in reasonable time
- Disputes and hardship should be considered as part of the response
- You can escalate to external dispute resolution or a regulator
- Free help is available on 1800 007 007
Frequently asked questions
How do I make a complaint to Merion?
Use our contact page and tell us clearly what happened and what you would like done. We treat complaints as valuable feedback.
How long should a response take?
A complaint should be acknowledged and answered within a reasonable time, with a clear explanation of the outcome.
What if I am still unhappy?
You can escalate to an external dispute resolution scheme or a relevant regulator, and seek free advice on 1800 007 007.
Fair, professional, compliant — always
Merion handles every account on the facts, with respect, and within the rules. Questions? We're happy to help.