Complaints Procedure

If you wish to make a complaint against Credit Collections (UK) Ltd, our services, conduct or staff there are a number of different ways you can contact us. Choose from the following:-

  1. Contact our customer services team by telephone on 01246 296071. Lines are open between 9:00am & 5:00pm Monday to Friday (excluding bank holidays). Calls are charged at standard rates for you phone provider.
  2. Complete our online complaint form.
  3. Write to us at:-

    Credit Collections (UK) Ltd
    1 Sheffield Road
    Dronfield
    Derbyshire
    S18 2DH

If you write to us please remember to let us know your name, your contact details, some details about your complaint and how we can help to put things right.

How long will it take?

We try to resolve complaints as soon as possible. In most cases we will be in touch with you within one business day with a resolution. If your complaint is complicated it may take longer, but we will keep you regularly updated about our progress and let you know if we need any further information from you.

We will send you our final response within 8 weeks. If we cannot respond within this time, we will contact you to explain the delay and give you an indication of when to expect our response. If you are unhappy with the progress of your complaint at this point or you are unhappy with our final response, you can refer it to the Financial Ombudsman Service. You can contact the Financial Ombudsman at:-

Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

You have the right to refer your complaint to the Financial Ombudsman Service free of charge but you must do so within six months of our final response to you. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Additional information regarding your rights and how to make a complaint to the Financial Ombudsman can be found at http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

Credit Services Association

We are members of the Credit Services Association and we abide by its Code of Practice.

You can contact the Credit Services Association at:
2 Esh Plaza, Sir Bobby Robson Way, Great Park, Newcastle upon Tyne, NE13 9BA
Telephone: 0191 217 0775 Fax: 0191 236 2709
Email: info@csa-uk.com
Website: www.csa-uk.com

If you feel that we have breached the Credit Services Association Code of Practice you can lodge a complaint with them by visiting www.csa-uk.com/#complaints-process


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Debt Collection Agency
Debt Collection Agency
Debt Collection Agency

Credit Collections (UK) Ltd

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1 Sheffield Road
Dronfield
Derbyshire
S18 2DH

Tel: 01246 411931

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