Our Commitment
We take all complaints seriously. Whether you are a client who has instructed us, or a debtor who has been contacted by us, you have the right to raise a complaint and receive a prompt, fair response.
We aim to resolve all complaints as quickly as possible and to learn from feedback to continuously improve our service.
How to Make a Complaint
You can make a complaint by any of the following methods:
Contact our Complaints Team
When making a complaint, please include:
- Your full name and contact details
- Your company name (if applicable)
- A reference number if you have one
- A clear description of your complaint and the outcome you are seeking
- Any supporting documentation you wish us to consider
Our Complaints Process
We will acknowledge receipt of your complaint in writing within 3 business days of receiving it.
Your complaint will be reviewed by our Complaints Manager, who will investigate thoroughly and impartially. We may contact you during this stage if we need further information.
We will provide a full written response within 28 calendar days of receiving your complaint. If we are unable to meet this timescale, we will write to you to explain why and give an updated timeframe.
Our response will set out our findings and, where appropriate, any steps we will take to resolve the matter. We aim to reach a fair outcome for all parties.
If You Remain Dissatisfied
If you are not satisfied with our final response, you may wish to seek independent advice or escalate your complaint further. Options available to you include:
- If your complaint relates to the handling of your personal data, you may complain to the Information Commissioner's Office (ICO) at ico.org.uk
- For general business disputes, you may consider mediation or legal advice from a solicitor
- The Civil Procedure Rules pre-action protocols may apply if you are considering legal action
Record Keeping
We maintain a log of all complaints received, the outcomes, and any actions taken. This helps us to identify patterns and make improvements to our service. Complaint records are retained for a minimum of 3 years.