Who may complain?
A client, debtor, business representative or other person directly affected by our activity may make a complaint. Making a complaint will not prevent you from disputing a debt, providing evidence or exercising a legal right.
What to include
- Your name and preferred contact details
- The SCC reference, if you have one
- The creditor or debtor business involved
- What happened and when
- What you believe should be done to resolve it
- Copies of relevant messages or documents
Only provide personal information that is reasonably necessary for the complaint.
How we handle complaints
- We aim to acknowledge a complaint within three business days.
- We review the case record, communications and any evidence supplied.
- We may ask for clarification or further relevant information.
- We aim to provide a final written response within 15 business days. If more time is reasonably required, we will explain why and provide an update.
Our response
The response will summarise our understanding of the complaint, the evidence considered, our findings and any action we propose. Depending on the circumstances, that may include clarification, correction, an apology, a change to our records or another proportionate step.
Data-protection complaints
If your concern is about personal information, state that clearly. We will consider it under our data-protection process. You also have the right to complain to the Information Commissioner’s Office; we ask that you contact us first so we have an opportunity to address the concern.
See our Privacy Notice for further information.