Complaints Policy


At County Collections Limited delivering excellent service is something that we strive to maintain and exceed. We are committed to treating our customers in an ethical and fair manner, however, despite our best efforts things can go wrong and when they do we want to know so that we can rectify them.

In the unfortunate circumstance that you need to make a complaint, please write to:


Complaints Manager
County Collections Limited
System House

Burnt Meadow Road

Moons Moat North

Redditch

B98 9PA

Upon receipt of your complaint, we will deal with it promptly, effectively and in a positive manner and will always endeavour to meet the following schedule:


By day 5 we will investigate your complaint and if possible send a final response. If your complaint cannot be resolved immediately you will receive an acknowledgment letter, giving details of the person who will be handling the complaint and who will complete a thorough investigation. In that letter there will be a revised timescale for dealing with the complaint


By week 4, or upon conclusion of our investigation, we will send a final response. If we are unable to resolve your complaint, for example if we are awaiting information from another party, we will send a letter updating you with our progress.


By week 8, or upon conclusion of our investigation, we will send you our final response. In the unlikely event that we are unable to respond, we will send you a letter updating you with our progress.


Should you feel that your complaint has not be concluded to your satisfaction following this procedure, you may refer the matter to the Financial Ombudsman Service within six months of our final response. Their details are:


Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Website
www.financial-ombudsman.org.uk
E-mail:
 complaint.info@financial-ombudsman.org.uk
Telephone
: 0300 1239 123