We want to give you the best possible service. However, if at any point you become unhappy with the service we have provided to you or you have concerns about your bill then you should inform us immediately so that we can do our best to resolve the problem for you.
Complaints can be made by any reasonable means: ie telephone, e-mail, in person, or in writing. Any written complaint should be addressed to:-
45a The Broadway,
Herts EN6 2HZ.
How your complaint will be handled:
Same Day Resolution
We aim to resolve all complaints within 24 hours of receipt. Your complaint is recorded and once we have a resolution to your complaint, we will call you to discuss the resolution we are proposing. In the event you are happy with this we will write to you to confirm the resolution and close the complaint.
Complaints where we cannot reach a resolution with you within 24 hours
If you are still unsatisfied with any aspects of the service Active Credit Reclaim or any of its advisers have provided, then in the first instance your complaint will be passed to a complaint handler to be fully investigated. Your complaint will be recorded and reviewed by the complaints handler and you will receive a written acknowledgment within 5 working days of receipt of your complaint, stating that your complaint is being investigated.
Once your complaint has been fully investigated, we will issue you with a final response letter within 4 weeks of the date we originally received your complaint. In the event we have not resolved your complaint within the 4 weeks we will tell you what stage you complaint is at and a final response letter will be sent within 8 weeks of your original correspondence advising of the actions we have taken to resolve the complaint.
If you're still not happy
If you are not completely satisfied with the final response or our investigations exceed 8 weeks from the date of the original complaint, you retain the right to refer your complaint to The Financial Ombudsman within six months of the date of our final response letter.
Details of how to contact them are details below:
Online Enquiry Form: help.financial-ombudsman.org.uk/help/enquiries
Tel: 0300 123 9123 or 0800 023 4567
Overseas Tel: +44207 964 0500
Address: Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR