Complaints Procedure: Complaints Handling Scheme


Because we are compliant with the Consumer Credit Act 1974 (and supplements), the Data Protection Act 1998 and with relevant European directives including the Privacy and Electronic Communications (EC Directive) Regulations 2003 we must set forth a complaints procedure which our website visitors may use to seek redress, for any valid reason.

Because we provide data collection services, and because we do not supply the principal service being advertised, but process data for our associates for them to provide this service, it will be very rare that a complaint will be made (because the main service is not provided by ourselves). Over 90% of the work will be done in this regard by our associates. Nevertheless we are bound to comply with the various regulations as given above.

Because we supply data to a number of associates it may not be apparent which associate may be dealing with the event you are complaining about. Therefore by writing to our central complaints address at our general administrative location,, we will be able to match your complaint with the correct provider or providers.

Alternatively you may write to our postal address, given on our Contact Us page.

Complaints Handling Scheme

1. Complaints may be made in writing, by e-mail, by telephone or in any other form.

2. We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.

3. We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.

4. Within four weeks of receiving a complaint, we will send you either:

a) a final response which adequately addresses the complaint; or
b) a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

5. With eight weeks of receiving a complaint we will send you either:

a) a final response which adequately addresses the complaint; or
b) a response which:

i explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
ii informs you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.

6. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.


We will consult with our associates in relation to the appropriateness of the complaint and of its handling, in conjunction with our associates' own complaint procedures.



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Take a look at the Insolvency Service's leaflet called 'In Debt', downloadable here.