Complaints Procedure

Making a complaint

 

At Consumer Collections UK. we take customer feedback and any complaints we receive very seriously. 


If you are unhappy with the service you have received please tell us as soon as possible about your complaint so we can try and put things right.


To refer a complaint to us., please contact us on:

 

Consumer Collections UK

Clyde Offices

2nd Floor,

48 West George Street

Glasgow

G2 1BP  


Or telephone directly on 0141 295 0980


you can also email:compliance@consumercollections.co.uk


Helpful Information


To assist us in dealing with your complaint please provide the following:


• The facts of your complaint (in the order of events) including the date and time the problem arose.
• Your full name, contact details and your customer reference number.
• How we can make things right.


Acknowledging your Complaint


If your complaint cannot be resolved by the close of three business days following its receipt, we will acknowledge your complaint in writing within five working days of receipt and a full investigation will follow. 


We will also enclose a copy of our Complaints leaflet.


Client related Complaints


Where we believe the complaint would be best investigated by our client, we will notify you immediately (via a final response) and we will forward the complaint to our client.


Investigating your Complaint


Your complaint will be investigated as quickly as possible. 


We may ask you to submit copies of documentation and additional information to assist us with our investigation.


Your complaint will be investigated and we will make every effort to issue a final response as quickly as possible. 


We may ask you to submit copies of documentation and additional information to assist us with our investigation.


If we are unable to issue a final response within 14 days from receipt, we will write to you to provide an update. 


Otherwise, if the complaint remains unresolved at 28, or 42 days from receipt you can expect to receive subsequent updates. 


A final response will be issued no later than 8 weeks from receipt, setting out our conclusions.


Outstanding Complaints


In the unlikely event we are unable to resolve your complaint within eight weeks from the date received, we will write to you explaining why. 


We will advise you of your rights to refer your complaint to the Credit Services Association if you remain dissatisfied.


Before doing so, please contact us so that we can review our response. 


This does not prohibit you from referring your complaint to one of the organisations highlighted below:


Financial Ombudsman Service (FOS)


Exchange Tower
London
E14 9SR


Website: www.financial-ombudsman.org.uk


Telephone: 0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers)


0800 023 4 567 (calls to this number are now free on mobile phones and landlines)


Fax: 020 7964 1001


E-mail: complaint.info@financial-ombudsman.org.uk


Note: The Financial Ombudsman Service (FOS) offer a dispute resolution service free of charge for accounts regulated by the Consumer Credit Act 1974 (amended 2006). Typically these accounts include bank accounts, loans and credit cards.

Accounts that are non-regulated do not fall under the remit of the FOS. If your complaint is related to a non-regulated account (e.g. telephone, internet, gas, electricity, water accounts etc.) and you remain dissatisfied with our final response, you can alternatively contact the Credit Services Association: