Sometimes, despite our best efforts, someone may not be happy with the way that we have pursued a case. It could be our client that has a complaint, it could be the debtor that has a complaint, or it could be a third-party acting for either the client or debtor. This complaints procedure shall apply to these complaints.
As a professional and responsible organisation, we publish this procedure on our website, and also make it available by post and email on request.
• Informal Resolution
It is often easy to resolve a complaint direct between the parties involved. This is our preferred method for resolution as it involves the parties directly affected, and therefore those that have the greatest knowledge of the issue(s) in question. It also provides an opportunity for us to further explain the issue in question, along with any relevant legal basis for our decision.
• Formal Resolution
We recognise that not all complaints can be resolved using the informal resolution procedure above. We, therefore, have a process of formal resolution that can be used where considered necessary.
To submit a formal complaint the complainant should write to the Director of the company providing details of the basis for your complaint, and why you consider DCS has acted unfairly. This can be in writing to The Director, Debt Collection Service, Easton Business Centre, Felix Road, Bristol BS5 0HE or by email to firstname.lastname@example.org It would be helpful if the case number could be mentioned in your correspondence.
We will promptly acknowledge receipt of any formal complaint. We may also contact the complainant for clarification or further information with regard to their complaint. In addition, we will review the documentation held by DCS and speak with the relevant members(s) of the DCS team. We aim to conclude the complaint within 28 days, but this will be dependent on the Director receiving all the relevant information on which to make their decision.
After the Director reaches their conclusion with regard to the complaint, the Director will write to the complainant with details of their decision. This will be the conclusion of the complaints process.
• Data Protection Act
We are registered with the Information Commissioner as a Data Controller. If you have a complaint regarding how we have handled personal data, and are not satisfied with the response you have received from us with regard to the complaint, then you can complain to the Information Commissioners’ Office (ICO). For further information call the ICO on 0303 123 1113 or visit www.ico.org.uk
• Freedom of Information Act 2000 and Environmental Information Regulations 2004
We are not a ‘public body’ and so are not covered by the provisions of either the Freedom of Information Act or the Environmental Information Regulations.
Updated May 2022
Please speak to us if you have a complaint.
If we have made a mistake, then we want to be able to learn from the matter so that we can improve how we handle the cases we process.