Our Aim at Commercial & Domestic Investigations is to achieve the highest possible standards in all areas of our business and in particular when dealing with our customers and those we contact regards accounts we are collecting.

However from time to time things can or may go wrong so this page sets out our complaints procedures and advises you with, what you can complain and how you can expect the complaint to be dealt with.

If you require further information please contact us.

Step One

If you are dissatisfied with any aspect of the service we provide for whatever reason, this is a complaint and will be dealt with under this procedure.

How To Make A Complaint?

You can make a complaint in person at our office, by telephone, by letter addressed to our complaints manager at the address shown on our contact page of our website or by email. Please make any complaint FAO Complaints.

Please ensure that you include as much information as possible to allow us to fully investigate your complaint.  The following is a guide as to the information to include:

  • That you confirm that you are making a complaint
  • The reason you are complaining including where possible any relevant dates, documentation etc
  • Specify the areas of our Code of Practice or Terms and Conditions that you consider have been breached.
  • If appropriate, the person you are complaining about and what you consider they did wrong.
  • How has it affected you
  • Any suggestions you have as to how the issue could be resolved.

We will still consider all complaints fully even if the above information is not included.  

Step Two

You will receive from us a written acknowledgement of your complaint and the name of the person who is handling it. If Commercial and Domestic Investigations requires more information we will ask for it at this point, however, even if you do not provide this information we still continue with our complaints procedure. In that case we will only be able to resolve the complaint acting on information available.

Step Three

When can you expect a reply?

We aim to complete our investigation within four weeks from receipt. If we are unable to do so we will contact you in writing after four weeks to advise you that our investigations are continuing and why we have not yet resolved the problem and when you can expect us to make further contact. If the process is going to take more than eight weeks, we will again contact you in writing to advise of this and the reasons as well as details as to how long  We need more time and why along with an estimate of how long we think it will take to resolve your complaint.

Step Four

We will write to you when our investigation is complete and we will outline:

  • Our findings
  • If your complaint is upheld, our reason for coming to this decision.
  • Your rights to appeal

Details of what steps you can take to pursue the complaint this will include your right to refer the matter to the financial ombudsman service – if this applies to your case.

What Do I Need To Do Next?

If you accept our findings you will need to confirm in writing to us within eight weeks of receipt of our response. If you do not we will assume you are satisfied with the outcome of your complaint. We will not write to you again and will automatically withdraw any proposal that may have been made to redress the complaint.

Step Five

If you do not accept our response and you wish to take the matter further you can appeal against the decision by contacting the complaints manager in writing informing them you wish to appeal.

What is the appeal process?

You have eight weeks from receiving our response in which to appeal. Your case will then be re-considered by another person who will review the decision made.

We will write to you with our final decision within eight weeks of your original complaint.  This time limit may be extended dependant on the number of weeks you took to appeal against our first response. Our letter will advise you of;

  • That we have finished reviewing your appeal
  • The outcome of the review
  • If your complaint is upheld and our reasons for this

If you remain unhappy with our final response what steps you can take to pursue the complaint and including your rights to refer the matter to the financial ombudsman service – if this applies to your case. 

Step Six

If you are still dissatisfied after the appeal.

Everyone we deal with is covered by this complaints procedure. The formal notice after appeal stage will be the end of our formal complaints procedure

Unless your case is covered by the financial ombudsman service (i.e people who have entered into a regulation consumer credit agreement or a regulation consumer hire agreement.) You can ask advice from ourselves or from the financial ombudsman service to find out if you are covered. In such cases you have the right to refer the matter to the financial ombudsman service.

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