Complaints Procedure

Direct Collection Bailiffs Limited always aim to achieve the highest possible standards in all areas of our business, leading the way in innovative and ethical enforcement solutions.

What is a complaint?

If you are dissatisfied with any aspect of our enforcement actions, for whatever reason, this is a complaint and will be dealt with under this procedure.

How do I make a complaint?

You may make a complaint by contacting our Service Team at complaints@dcbltd.com or in writing to:

Direct Collection Bailiffs Ltd
Direct House
Greenwood Drive
Manor Park
Runcorn
Cheshire
WA7 1UG  

If your complaint is sent via email or in writing, within this please make clear:

• The reason you are complaining
• If appropriate, the person you are complaining about and what it is you consider they may have done wrong
• How you have been affected
• Any suggestions you have as to how the issue could be resolved

Your complaint will still be fully considered even if all the above information is not included but we may contact you to request additional information.

Your complaint must be submitted within twelve (12) months of the event. Complaints received after this time frame cannot be considered.

STAGE ONE

What response should I expect to receive from my complaint?

Within three working days of receipt of your complaint, we will provide you with: –

• An acknowledgement confirming who will be dealing with your complaint and how you can contact that person.
• A copy of this complaints procedure.
• If we need more information we will request it from you. Even if you do not provide the information, we will continue with this complaints procedure. In that case, we will only be able to resolve the complaint by acting on the information available.

When can you expect a reply?

We will aim to complete our investigation within 28 days from complaint acknowledgement. If we are unable to do so we will contact you to advise you that our investigations are continuing, the reason why we have not yet resolved the issue and details of when you can expect us to make further contact.

Our response

Once our investigation is complete, we will contact you with details of our investigation and our conclusion of your complaint.

What do I need to do next?

If you do not contact us within 14 days of our response, we will assume you are satisfied with the outcome of the complaint and will not contact you again in relation to the complaint. Any offer of redress or other proposals made will be automatically withdrawn.

If you do not accept our response and wish to take the matter further, you can appeal against the decision. You simply need to advise us that you wish to appeal against the outcome of the complaint and provide details of why you do not think that the complaint was dealt with in a satisfactory way along with any supporting evidence. The case will then progress to the appeals stage.

STAGE TWO – THE APPEALS STAGE

You have 14 days from our response date in which to appeal. Your case will then be reconsidered by a senior manager who has not previously been involved within the case. Following the review, you will receive contact in the form of a final response. This will be provided within 14 days of receiving your appeal request.

If you remain unsatisfied with the way your complaint has been handled we will provide you with the details to enable you to complain to the relevant Association or Assessment body.

In order to escalate a complaint to the Association or Assessment body you must supply them with a copy of our final complaint response. Complaints that have not exhausted DCBL’s internal process will not be reviewed.