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Complaints Procedure

Direct Collection Bailiffs Limited always aim to achieve the highest possible standards in all areas of our business, leading the way with both innovative and ethical enforcement solutions. In the rare event that something does go wrong, we are here to help.

Our dedicated teams are committed to investigating and resolving issues and keeping you informed, so if something does go wrong, please get in touch with us and let us know, we’re here to help.

The quickest way to let us know something has gone wrong is to call us. Our team can be reached on 0203 298 0201.

If you would rather email us, then the email address is complaints@dcbltd.com

If you would prefer to write to us, the address is:

DCBL
Direct House
Greenwood Drive
Manor Park
Runcorn
Cheshire
WA7 1UG

Our Complaints Procedure

Sometimes problems can arise, and things can go wrong, and we are committed to resolving complaints quickly. We have a Complaints Procedure that underpins the steps that we take if we receive a complaint.

Step 1

Our dedicated teams aim to resolve most complaints quickly and easily, on the first call wherever possible. If you have written to us, we may need to contact you by phone to obtain some more information to be able to investigate your complaint.

In the rare event that your complaint cannot be resolved at this stage, or you are unhappy with our resolution, then it will be passed to our Complaints Resolution Team to be investigated further.

Step 2

Our Complaints Resolution Team will acknowledge your complaint within 5 working days of receiving it. You will be given the contact details of the Handler owning your complaint and a copy of this Complaints Procedure.

Your complaint will be fully investigated and it’s possible we may need to contact you by phone if we need any further information from you. We aim to complete our investigation within 28 days from acknowledging your complaint. If that’s not possible, then we will let you know that we need more time, the reason for this and when you can expect our response.

Once our investigation is complete, we will write to you with our findings and response to your complaint.

Step 3

If you’re still unhappy after we have completed our investigation and responded to you, and wish to have the decision re-considered, then you can contact us within 14 days to tell us you wish to appeal. Please include any information you feel is relevant within your appeal, which you would like to be considered.

Your appeal will then be reviewed by someone not previously involved in the case.  We will then write to you within 14 days to confirm that the appeal has been concluded, letting you know our findings and setting out our final response.