01772 671 355
Email: info@ukdebtenforcementagency.co.uk
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UK Debt Enforcement Agency - Business Charter
The UK Debt Enforcement Agency operates in full compliance with the Office of Fair Trading Principles of Fair Business Practice.
The UK Debt Enforcement is committed to;
- Providing clear, accurate and transparent communications - whether contact is made verbally or in writing we will always state clearly who we are and on whose behalf we are acting, all information will be presented in such a way that it is simple to understand, for example the amount of debt and any charges levied
- Accurate and truthful representation of its authority and status with regard to the debt recovery process employed
- Truth and fairness in its dealings with debtors and others
- A fair, appropriate and transparent charging structure
- Data Protection – UK Debt Enforcement Agency does not share or pass on its confidential data relating to debtors, to any party other than the original creditor
- Ensuring and verifying customer data is accurate to make sure only valid debt is pursued for repayment
UK Debt Enforcement Agency collectors are fully compliance trained to;
- treat debtors fairly – debtors will not be subjected to aggressive practices, inappropriate coercion, or conduct which is deceitful, oppressive, unfair or improper, whether unlawful or not
- be transparent – in our dealings with debtors and others – information is clearly provided from the outset in order that debtors are neither confused nor mislead
- be considerate – in particular towards debtors experiencing difficulties – collectors will work with debtors with a view to providing reasonable time and opportunity to repay debts and, where appropriate, will direct them to sources of free debt advice
- act proportionately – when seeking to recover debts collectors will take into account debtors circumstances and give due consideration to the available options and the effect of such actions on the debtor
- execute the policies and procedures of the Company in a clear and effective manner – particularly when identifying and dealing with vulnerable debtors and when responding to queried and disputed debt
Complaints Procedure
ALL CORRESPONDENCE MUST BE SENT RECORDED DELIVERY
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.
STAGE 1 - MAKING A COMPLAINT
Complaints can be made by letter addressed to Mr Noel Corcoran at the company address, by fax to 01772 681930 or by email to noel@idealsalessolutions.co.uk.
FORMING A COMPLAINT
When making a complaint please ensure you make it clear:-
That you are making a complaint
The reason you are complaining
If appropriate, the person you are complaining about and what it is you consider they did wrong
How you have been effected
Any suggestions you have as to how the issue could be resolved.
STAGE 2 - OUR FIRST RESPONSE
Within five business days (i.e. five days but not including weekends or public holidays) of receipt of your complaint, we will send you:
A written acknowledgement confirming who will be dealing with your complaint
An indication of how long it will take to resolve your complaint.
A copy of this complaints procedure.
If we need more information we will request it from you. Even if you do not provide the information, we will still continue with this complaints procedure. In that case we will only be able to resolve the complaints acting on the information available.
STAGE 3 - WHEN CAN YOU EXPECT A REPLY
We will 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, 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:-
We need more time and why
An estimate of how long we think it will take us to resolve your complaint.
If you are not happy with the delay what steps you can take to pursue the complaint further(including your rights to refer the matter to The Financial Ombudsman Service-if this applies to your case)
STAGE 4 - OUR RESPONSE
Once our investigation is complete, we will write to you with our findings. This response will set out:-
Our findings
If your complaint is upheld, how we intend to rectify the situation
If your complaint is not upheld, our reasons for coming to this decision
Your rights of appeal against our decision
Details of what steps you can take to pursue the complaint (including your rights to refer the matter to The Financial Ombudsman Service-if this applies to your case).
If you accept our findings you will need to confirm in writing. If you do not write to us within 8 weeks of receipt of our response, we will assume you are satisfied with the outcome of the complaint and will not write to you again. Any offer of redress or other proposals we made will be automatically withdrawn.
If you do not accept our response and wish to take matters further, you can appeal against the decision .You simply need to contact Mr Corcoran in writing and advise us that you wish to appeal against the outcome of the complaint, and why you remain dissatisfied. The case will then go to the appeals stage.
STAGE 5 - THE APPEALS STAGE
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. You will receive another letter, called The Final Response within eight weeks of your original complaint; however this time limit may be extended by the number of weeks you took to appeal against our first response less one week. The Final Response will be a letter advising you:-
That we have finished reviewing your appeal.
The outcome of the review.
If your complaint is upheld, how we intend to rectify the situation
If your complaint is not upheld, our reasons for coming to this decision
That if you remain unhappy with our Final Response, what steps you can take to pursue the complaint (including your rights to refer to the Financial Ombudsman Service-if this applies to your case).
STAGE 6 - STILL DISSATISFIED AFTER THE APPEAL
Every one 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 regulated consumer credit agreement or a regulated consumer hire agreement).You can ask advice from The Financial Ombudsman Service who will provide a leaflet explaining whether or not you are covered, the leaflet will explain the procedure and time scales involved.
