Our aim is to ensure that we deal with complaints made by the customers of our clients fairly.
We will deal with complaints made by the customers of our clients where we are providing the following debt recovery services.
What is a complaint?
A complaint is an expression of dissatisfaction (verbal or written) relating to the services delivered by us, or the way in which a customer has been treated by us, which may have resulted in financial loss, material distress, or material inconvenience.
How to raise a complaint
You can raise a complaint in writing, in person or over the phone.
In the first instance, you should contact the case handler to discuss your concerns. Alternatively, you may direct concerns to .
If you have special needs or requirements, which need accommodating to make our complaints process accessible, please let us know and we will do our best to accommodate your request.
How we will deal with a complaint
Acknowledgement
We will acknowledge all complaints within 24 hours to 3 working days of receipt of your complaint, with the exception of:
- Complaints received by telephone where we have been able to resolve the matter immediately; and
- Complaints where the customer has specifically asked us not to contact them.
If a complaint has been resolved prior to the elapsing of three business days, then:
- Verbal confirmation will be given to the customer that correspondence (email or letter) will be sent regarding the complaint and confirmation that the complaint has been closed. The letter will also provide details of the escalation process.
We will investigate your complaint competently, diligently and impartially, obtaining additional information as necessary. This will usually involve reviewing relevant files, information, and systems, and speaking to individuals involved. It may also involve a discussion with you. If this is considered appropriate, we will advise you accordingly.
We will provide you with a fair and clear assessment of the complaint, an explanation of our investigations, and any offer of remedial action or proposed action.
Keeping you informed
We will ensure that you are regularly kept informed of our investigation into your complaint, and an update is provided on a regular basis.
We will endeavour to send a final response to you in writing within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
Forwarding a complaint
In some circumstances, we may not be able to consider your complaint because the product or service failure is outside of our control and has been caused by another party.
If we have reasonable grounds and are satisfied that another party is solely or jointly responsible for the complaint, we will promptly forward the complaint in writing to that other party.
We will also inform you of this in our response, and explain why the complaint has been forwarded, and provide you with contact details for the other party.
We will not deal with complaints caused by our clients. Complaints regarding the services provided by our clients will be referred to them and they will respond to you directly in line with their own internal complaint procedure.
Closing complaints
We will regard your complaint as closed in the following circumstances:
- Once we have sent you a final response.
- Where you accepted a response that we have sent to you.
- If a complaint is referred to a regulator and they inform us that the complaint is closed.
Our charges
We will not charge for investigating a complaint.
What to do if we cannot resolve your complaint
If our client is regulated by the Financial Conduct Authority and you are not satisfied with our consideration of your complaint, you may be able to ask the Financial Ombudsman to consider the complaint. Should you wish to do this, you must take your complaint to the Financial Ombudsman within six months of receiving a final response to your complaint.
Information about how to complain can be found on the Financial Ombudsman Service website:
https://www.financial-ombudsman.org.uk/consumers/how-to-complain
The Solicitors Regulation Authority (SRA) can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
You do not have to be a client of the firm to be able to raise your concerns directly with the SRA.
Visit their website (https://www.sra.org.uk/consumers/problems/) to see how you can raise your concerns with the Solicitors Regulation Authority.
