Complaints Procedure

1. What this procedure covers

This procedure applies to any expression of dissatisfaction (whether oral or written) made to us about the provision of, or failure to provide, our debt-recovery or credit-control services, where you allege you have suffered or may suffer financial loss, material distress or material inconvenience. It is provided free of charge.

2. How to make a complaint

You can contact our Complaints Officer through any of the following channels:

• Telephone: 0208 108 0393 (Monday to Friday, 9:00–18:00, excluding English bank holidays).
• Email: complaints@ldcollectors.com.
• Post: Complaints Officer, London Debt Collectors, 45 Dundee Wharf, London, England, E14 8AX.

To help us investigate quickly, please include: your full name and contact details; any reference or case number we have given you; a clear description of the matter and what you would like us to do to resolve it; and copies of any relevant correspondence.

3. Vulnerability and reasonable adjustments

If you have a disability, are unwell, or are in vulnerable circumstances, please tell us. We will make reasonable adjustments under the Equality Act 2010, such as accepting a nominated third party to act on your behalf, sending information in large print, or agreeing alternative contact arrangements.

4. Our process and timescales

• Acknowledgement — within 5 business days of receipt, in writing, confirming receipt, providing the name and contact details of the Complaints Officer handling your case, and explaining the next steps.
• Investigation — conducted promptly and fairly by a member of staff with appropriate authority, independent of the original matter wherever practicable.
• Holding response — if we cannot give a final response within 4 weeks, we will write to you to explain why and when we expect to be able to do so.
• Final response — issued in writing as soon as possible and, in any event, within 8 weeks of receipt. It will set out our findings, any remedy we are offering, and your right to refer the matter onwards if you remain dissatisfied.

For regulated consumer-credit matters we follow the timescales and content requirements set out in FCA DISP 1.

5. Escalation

If you are dissatisfied with our final response, or we have not provided one within 8 weeks, you may refer the matter as follows:

• Regulated consumer-credit matters (eligible complainants): the Financial Ombudsman Service — Exchange Tower, Harbour Exchange Square, London E14 9SR — 0800 023 4567 — financial-ombudsman.org.uk. Referrals must usually be made within six months of the date of our final response.
• Industry conduct standards: the Credit Services Association at csa-uk.com.
• Data-protection matters: the Information Commissioner's Office at ico.org.uk or 0303 123 1113.

6. Root-cause analysis and continuous improvement

We perform root-cause analysis on complaints and use the findings to improve our procedures, training and controls. Anonymised complaints management information is reviewed regularly by senior management.

7. Records

We retain complaint records for a minimum of three years from the date of receipt (five years for any complaint falling within the FCA's DISP rules) to demonstrate compliance with our regulators and to identify any patterns that warrant further action.

8. No detriment

You will not be treated less favourably for raising a complaint. Any payment plan or forbearance in place will be reviewed with the same care it received before the complaint was made.