Collect B2B Complaints Policy

Collect B2B: Complaints Policy

Purpose

This Complaints Policy outlines our commitment to handling complaints fairly, transparently, and promptly. It ensures compliance with applicable laws and best practices in debt collection.

Scope

This policy applies to all complaints received by Collect B2B Limited from customers, clients, and third parties regarding our services.

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about the services provided by our agency.

Principles:

1. Fairness: We will treat all complaints with respect and ensure that they are handled impartially.

2. Transparency: Our complaint process will be clear and accessible to all stakeholders.

3. Confidentiality: All complaints will be handled with the utmost confidentiality.

4. Timeliness: We will respond to complaints promptly and keep the complainant informed of the progress.

5. Continuous Improvement: We will use feedback from complaints to improve our services.

How to Make a Complaint

Written Complaints: Complaints can be submitted via

Email: admin@collectb2b.com

Information Required

To help us resolve your complaint efficiently, please provide:

Your name and contact information.

A clear description of the complaint.

Any relevant details or evidence supporting your complaint.

How to Make a Complaint

1. Acknowledgment: We will acknowledge receipt of your complaint within 5 working days.

2. Investigation: Your complaint will be investigated by a designated complaints officer, who will review all relevant information and respond within 15 working days.

3. Response: We will provide a detailed response outlining our findings and any actions taken.

How to Make a Complaint

We will maintain a record of all complaints received and their outcomes. This information will be used for monitoring and improving our services.

Review of the Policy

This policy will be reviewed annually or sooner if required, to ensure it remains effective and compliant with relevant regulations.

Contact Information

For any questions regarding this policy, please contact us at:

Email: admin@collectb2b.com

Phone: 0208 189 5800

Collect B2B Complaints Policy
updated October 2024

Collect B2B Complaints Policy