At Debt Collection Service, we strive to handle every case professionally and fairly. However, we understand that sometimes things don’t go as expected. If you’re unhappy with our service, we want to hear from you and put things right.
This Complaints Policy applies to complaints from:
– Our clients
– Debtors (and those we thought were debtors)
– Third parties acting on behalf of either party
How to Make a Complaint
Step 1: Informal Resolution (Recommended)
The quickest way to resolve most issues is to speak with us directly.
Many complaints can be resolved through a simple conversation. This approach:
- Gets you answers faster
- Involves the people directly handling your case
- Allows us to explain our decisions and the legal basis behind them
Contact us to discuss your concern:
- Phone: 0117 370 4236
- Email: office@debtcollectionservice.uk
Please have your case number ready if possible.
Step 2: Formal Complaint
If informal resolution doesn’t resolve your concern, you can submit a formal complaint.
How to submit a formal complaint:
Write to our Director explaining:
- The details of your complaint
- Why you believe DCS has acted unfairly
- Your case number (if applicable)
Send your complaint to:
By post: The Director, Debt Collection Service, Easton Business Centre, Felix Road, Bristol BS5 0HE
By email: director@debtcollectionservice.uk
What Happens Next?
- Acknowledgement – We’ll promptly confirm receipt of your formal complaint
- Investigation – We may contact you for clarification or additional information. We’ll review all relevant documentation and speak with our team members involved
- Resolution – We aim to conclude investigations within 28 days (depending on complexity and information received)
- Decision – The Director will write to you with their final decision, concluding the complaints process
Data Protection Complaints
We’re registered with the Information Commissioner’s Office (ICO) as a Data Controller.
If you’re unhappy with how we’ve handled your personal data and our response doesn’t satisfy you, you can escalate your complaint to the ICO:
Information Commissioner’s Office (ICO)
- ICO Phone: 0303 123 1113
- ICO Website: www.ico.org.uk
Freedom of Information
Please note: Debt Collection Service is not a ‘public body’ and is therefore not covered by the Freedom of Information Act 2000 or the Environmental Information Regulations 2004.
Our Commitment to You
We value your feedback. If we’ve made a mistake, we want to learn from it and improve our service.
This complaints policy is:
- Published on our website
- Available by post or email upon request
Please speak to us if you have a complaint. We’re committed to resolving issues fairly and professionally.
Last updated: December 2025
| DCS | Debt Collection Service Limited |