Customer service complaint

I would like to raise a concern regarding the handling of my debt review clearance request.

On 18 March 2026, I was assisted by Venolia with my debt review clearance application. Throughout the initial process, everything appeared to proceed smoothly, and I made all the required payments via debit order as instructed.

On 8 August 2026, I contacted Venolia to enquire about the status of my application. She responded and advised that she would investigate the matter and provide feedback. However, I did not receive any further communication. I therefore followed up again on 13 August 2026. In her response, she informed me that my file had been escalated to the Portfolio Manager.

After waiting for an update, I contacted her once more on 24 August 2026 to enquire about the delay and the lack of feedback. She advised that the matter had now been escalated to the Debt Review Department.

As of today, I have still not received any update, feedback, or indication of the progress of my application. The prolonged delay and lack of communication are becoming increasingly concerning.

I would appreciate a clear update on the status of my debt review clearance request, including any reasons for the delay and the expected next steps. Given the lack of progress and communication, I am beginning to have concerns about whether I am dealing with a legitimate organisation and whether my application is being handled appropriately.

I kindly request that this matter be investigated urgently and that I receive feedback as soon as possible