Complaints
Kevin Tiley Commercial and Debt Recovery UK Limited always aim to achieve the highest possible standards in all areas of our business and particularly in dealing with our customers and with those we contact regarding accounts we are collecting.
There are of course times when things go wrong! This page sets out our internal complaints procedure, and advises you to whom you can complain to and how you can expect your complaint to be dealt with.
What is a complaint & how do I complain?
If you tell us that you are dissatisfied with the service we provide for whatever reason, this is a complaint and it will be dealt with under this procedure. We usually find that if you have issues that arise it is best to talk to us! Most issues can be resolved there and then. If however you remain dissatisfied you can engage in our complaints procedure below.
How to make a complaint
You can make a complaint by using the following contacts:
By telephone
0800 471 4795
By letter
you can send a letter to Kevin Tiley at
Wiltshire SN4 7DB.
By email
info@kevintileygroup.co.uk
Please make sure that you give us as much information as possible, and make sure that you tell us why you are making a complaint! If your complaint is regarding a member of staff please make sure you tell us who you spoke to and when you spoke to them and most importantly, what you were unhappy about. Please let us know how our actions have affected you and what you would you like us to do to put things right.
Communication to our office
We will send you acknowledgement of your complaint within 1 working day of receipt and tell you who is dealing with your complaint.
Response from our office
We aim to fully complete our investigations within 28 DAYS from receipt of your complaint and send you our final response, we do however, in accordance with regulatory requirements have 8 weeks to issue you with our final response.
If for any reason we are unable to send our final response within 4 weeks we will write to you to keep you informed about our progress. However, In any case, our final response will be issued no later than 8 weeks from the date of your complaint.
If you are dissatisfied with our response
Everyone we deal with is covered by our complaints procedure.
We appreciate that there will be instances where you are not happy with our final response, or if we have not responded to you within 8 weeks, you may therefore refer the matter to the Financial Ombudsman Service (FOS) within 6 months of our final response. Their contact details are:
Financial Ombudsman Service
Exchange Tower, London E14 9SR
Telephone – 0800 023 4567
Telephone – 0300 123 9123
Email – complaint.info@financial-ombudsman.org.uk
Web site – www.financial-ombudsman.org.uk
Please note that there are only certain cases FOS will investigate, your particular issue may not be within their jurisdiction.
For more information a leaflet regarding their services can be viewed at
http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm
Please note that all calls may be recorded for training purposes.
Call us today on 0800 471-4795