COMPLAINTS PROCEDURE

We, as a company, strive to maintain the highest possible level of customer service and we are constantly aware of the need to improve. Any complaint received by any of our companies is taken very seriously and is dealt with professionally and courteously in accordance with our internal complaints procedure.

Our internal complaints procedure is designed to resolve our clients’ concerns quickly and efficiently.

Should you feel at any time that you have cause to complain then you may do so by contacting us either in writing at the following address;

BCK Ltd

46 Vyse Street.

Jewellery Quarter.

Birmingham.

B18 6HF.

Alternatively you may contact us by telephone on;   0121 507 0019

 

Failing this we are also available by e-mail at Customercare@freedebtline.com

You will receive an acknowledgment either in writing or by e-mail within 5 working days of receipt. Our Customer Care Department will thoroughly investigate your concerns and a response will be issued within 4 weeks. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress. If we do not hear from you within 14 days of receiving our response, we will assume that your complaint has been resolved and your file will be referred back to the relevant department.

If you do not feel that your complaint has been resolved satisfactorily please write a letter to explain why and ask for a further review. Your case will be reviewed by our Claims Manager and a response will be sent within 8 weeks from the date we received your first complaint. This is the final stage of our internal complaints procedure.

If you have received a final response and still consider your complaint to be unresolved, you have the right to refer your complaint to the Claims Management Regulator, the Ministry of Justice.

Please note, the Regulator will only intervene once all steps of the Company’s in house complaints procedure have been followed. The Regulator can review the handling of the complaint and give a direction on further handling of the complaint. However, he cannot determine a complaint or award compensation.

For your assistance the address of the Regulator is shown below;

 

Claims Management Regulator
57 – 60 High Street.
Burton on Trent
Staffordshire
DE14 9DP
info@claimsregulation.gov.uk
Tel: 0871 450 6858

NB. We reserve the right to decline to consider a complaint which is made more than six months after the complainant became aware of the cause for the complaint.