We provide the complete commercial debt recovery service; from outsourced early arrears collections through to expert litigation, all handled in-house by a multi-award-winning law firm.
We provide the complete commercial debt recovery service; from outsourced early arrears collections through to expert litigation, all handled in-house by a multi-award-winning law firm.
COMPLAINTS
Our aim is to ensure that we treat our client’s customers fairly and when there are concerns about our service, we would like to hear about it.
A complaint is an expression of dissatisfaction (oral or written) about the provision of our service, which may have resulted in financial loss, material distress, or material inconvenience.
We will accept complaints relating to a product or service failure caused by us. We will not deal with complaints caused by other parties.
You can raise a complaint in writing, in person or over the phone.
In the first instance, you should contact the case handler to discuss your concerns. Alternatively, you may direct your concerns to debtrecoveryescalations@flintbishop.co.uk.
If you have special needs or requirements, which need accommodating to make our complaints process accessible, please let us know.
We will acknowledge all complaints within 3 working days of receipt of your complaint.
We will investigate your complaint competently, diligently and impartially, obtaining additional information as necessary. This will usually involve reviewing relevant files, information, and systems, and speaking to individuals involved. It may also involve a discussion with you. If this is considered appropriate, we will advise you accordingly.
We will provide you with a fair and clear assessment of the complaint, an explanation of our investigations, and any offer of remedial action or proposed action.
We will endeavour to send a final response to you in writing within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
If we need to adjust any of these timescales, we will notify you accordingly.
In some circumstances, we may not be able to consider your complaint because the product or service failure is outside of our control and has been caused by another party.
If we have reasonable grounds and are satisfied that another party is solely or jointly responsible for the complaint, we will promptly forward the complaint, in writing to that other party. We will also inform you of this in our response, and explain why the complaint has been forwarded, and provide you with contact details for the other party.
We will regard your complaint as closed in the following circumstances:
If you are dissatisfied with the final response you have received (at any stage of the process) you may be able to refer a complaint to our debt recovery escalation team debtrecoveryescalations@flintbishop.co.uk.
The Legal Ombudsman will not consider your complaint for investigation because you are not a client of the firm. However, the Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You do not have to be a client of the firm to be able to raise your concerns directly with the Solicitors Regulation Authority.
We will not charge for investigating a complaint.