Our Commitment

Capital Resolve Ltd always aims to achieve the highest possible standards in all areas of our business, particularly in dealing with our customers and with those we contact regarding accounts we are collecting.

We take all complaints or any expression of dissatisfaction very seriously. We will investigate any complaint in accordance with our procedures detailed below and will aim to reach a resolution as quickly as possible.

Our complaint procedures are compliant with the Dispute Resolution Complaint (DISP) Rules issued by the Financial Ombudsman Service (FOS) and with the Credit Services Associations Code of Practice.

What is a Complaint?

We consider a complaint to be any expression of dissatisfaction with our service. Any complaint must allege that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience. In some cases, the complaint must also relate to an activity that comes under the jurisdiction of the Financial Ombudsman Service (FOS). Please note that we cannot directly provide a customer with a complaint resolution if the complaint was not about the actions or activity of Capital Resolve. If you are dissatisfied with the service or product provided to you by our client or a third party, we recommend that you contact them directly to express your dissatisfaction.

How to Make a Complaint

You can make a complaint to us in person, or by letter, phone or email:

Complaints Manager
Capital Resolve Ltd
Fountain Court
Vale Park
Evesham
Worcestershire
WR11 1LS

Tel: 01386 258444
Email: complaints@capitalresolve.com

Website via your account: Go to Account > Contact Us > Complaint

Resolving complaints by close of next business day

Where possible we will attempt to resolve all complaints by the close of business the next working day.

Final Response

If the investigation into the complaint has been completed within 4 weeks from receipt of the complaint, then a Final Response letter will be sent.

In this final response letter we will set out the final view on the issues raised in a complaint and state whether:

• The complaint is accepted and - where appropriate - offer redress.
• The complaint is rejected but still offering redress.
• Reject the complaint - must give reasons for rejection.

Holding Response

A response which explains that the company is still not in a position to make a final response and gives the reason for the further delay and indicate when it is expected to be able to provide a final response.

We will, within 8 weeks after receiving a complaint, send the complainant either:

• A final response which includes the FOS explanatory leaflet
• A response which explains that we are still not in a position to make a final response, give reasons for the further delay and indicate when we expect to be able to provide a final response.

At this point we must advise the complainant of their right to refer their complaint to the FOS if they are dissatisfied with the delay and enclose the FOS explanatory leaflet.

If you are not satisfied with our response

We understand and appreciate that there may be instances where you are not happy with our final response, or, in exceptional cases, if we have not responded within 8 weeks, you can make a complaint to the Financial Ombudsman:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 020 7964 1000 (switchboard)
Email: complaint.info@financial-ombudsman.org.uk

We are also member of the Credit Services Association and you may make a complaint direct to them at:

Credit Services Association
2 Esh Plaza
Sir Bobby Robson Way
Great Park
Newcastle upon Tyne
NE13 9BA

Tel: 0191 217 0775