UK-DebtCollect Limited aim to achieve the highest possible standards in all areas of our business and particularly in dealing with our customers and with those we contact regarding accounts we are collecting. This page sets out our internal complaints procedure, and advises you to whom you can complain, and how you can expect your complaint to be dealt with when things go wrong.
Step 1 - Your Complaint:
What is a complaint?
A complaint is when you tell us that you are dissatisfied with the service we provide, for whatever reason. Any official complaint will be dealt with under this procedure. We find that most issues you have can be sorted pretty quickly if you talk to us, most issues can be resolved there and then. If you remain dissatisfied however, you can start our complaints procedure below.
How to make a complaint
To make a complaint you muse do one of the following; we do not accept complaints over the phone as they are not documented. Therefore we ask you to either email is at firstname.lastname@example.org or send you complaint to us at:
PO Box 117
UK Debt Collection
Please make sure that you give us as much information as possible and where necessary, include all supporting documentation regarding your complaint, and make sure that you tell us why you are making a complaint. If your complaint is regarding a member of staff please make sure you tell us who you spoke to, when you spoke to them and what you were unhappy about.
Step 2 - First Response / Acknowledgement:
You should expect to receive a response from us via email or letter within 2 working weeks (i.e. five days but not including weekends or public holidays) of receipt of your complaint. A your acknowledgement will confirm how long that individual believes it will take to respond to your complaint.
If we need more information we will request it from you. If you do not provide the information, we will still continue with our complaints procedure. If this is the case however, we will only be able to resolve the complaint acting on the information available. We aim to fully complete our investigations within 4 weeks from receipt of your complaint and send you our final response, we do however, in accordance with regulatory requirements have 8 weeks to issue you with our final response.
Step 3 - Our Response:
Once we have reviewed your complaint, sent you our first response and investigated the complaint, we will issue you with our response.
If you are Dissatisfied with our response
Every client, debtor and third party we deal with is covered by this complaints procedure. We appreciate that if you are not happy with our final response, or if we have not responded to you within 8 weeks, you may want to refer the matter further. To do this you need to contact the Financial Ombudsman Service (FOS) within 6 months of our final response. Their website is www.financial-ombudsman.org.uk. You will find all the information you need on how to make a complaint. Please note however that there are only certain cases the FOS will investigate, your particular issue may not be within their jurisdiction. If this is they case they should inform you. For more information a leaflet regarding their services can be viewed by clicking here.