Complaints Procedure for Debt Recovery

Purpose

We are dedicated to delivering high-quality service and conducting our work with transparency and accountability to foster trust and respect. One of the ways we can continue to improve our service is by listening and responding to the views of our client’s customers, and especially by addressing complaints proactively and correcting errors promptly. The purpose of this procedure is to ensure that complaints are managed impartially, consistently, and, whenever feasible, resolved to the satisfaction of the customer.

Who can raise a complaint?

We accept and address complaints made by our client’s customers in connection with the provision of debt recovery services.

What is a complaint?

A complaint is a formal expression of dissatisfaction, whether verbal or written, regarding the services we provide or the manner in which a customer has been treated by us, which may have caused financial loss, material distress, or significant 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, if you would prefer to escalate a complaint, you may direct concerns to the following central oversight functions.

If you are a customer of a utility company please contact

If you are a customer of a bank please contact

If you have any specific needs or requirements to ensure our complaints process is accessible to you, please inform us, and we will make every effort to accommodate your request.

How we will deal with a complaint

We will acknowledge all complaints within 24 hours to 3 working days of receiving the complaint, with the exception of: 

• Complaints where we have been able to resolve the matter immediately; and 

• Complaints where the customer has specifically asked us not to contact them.  

We will conduct investigations of complaints professionally, thoroughly, and objectively, gathering additional information as needed. This process typically includes reviewing relevant records, data, and systems, as well as speaking with involved parties. If appropriate, we may also discuss the matter with you and will inform you accordingly. Throughout the investigation, we will keep you informed of our progress. We will provide you with a fair and clear response to your complaint, an explanation of our investigations, and any remedial action. 

If your complaint is resolved prior to the elapsing of 3 business days, verbal confirmation will be provided followed by a written complaint response. 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 (e.g. our client). 

We are unable to address complaints related to the services provided by our clients. Such concerns will be forwarded to the respective clients, who will respond to you directly in accordance with their internal complaint procedures.  

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 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. 

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 do not charge for investigating a complaint. 

What to do if you are unhappy with our behaviour

The Legal Ombudsman will not accept service complaints from you because we are not your service provider.  

The Solicitors Regulation Authority (SRA) may be able to assist if you have concerns regarding our conduct. This includes issues such as dishonesty, mishandling or loss of funds, or unfair treatment based on age, disability, or other characteristics. Please visit their website to see how you can raise your concerns (https://www.sra.org.uk/consumers/problems/). 

What to do if you are unhappy with our client’s behaviour

In some instances, you may be able to raise concerns with our client’s Regulator.

Customers that are dissatisfied with their service provider must raise concerns with the client in the first instance to see if the issue can be resolved directly. Regulators will not normally consider complaints unless the service provider has had an opportunity to investigate the matter and put things right.