At Wilson & Roe, we welcome all feedback as we work continuously to provide the best service to our customers. We understand that sometimes this may mean you want to let us know you are dissatisfied and raise a complaint.

We take all complaints seriously and they will be treated honestly and proportionately. You will always be treated fairly by our team, regardless of the outcome of your complaint.

If anything is unclear or you need further explanation, we are happy to help.

You can contact our office by telephone on 0161 925 1800 or by emailing wr@wilsonandroe.com.

 

Complaints we can and can’t respond to

 

Please note that we cannot respond to complaints about the Judgment Creditor’s actions, the court service or where the debt has come from. Any disputes or complaints relating to these matters should be sent to the appropriate person or body.

 

Complaints process

 

Step 1: How to make a complaint

You can make a complaint in writing (by sending us a letter or email) or by telephone. If you choose to write to us, we aim to confirm it has been received within 2 working days.

While some complaints can be resolved over the phone, we will usually ask that you write to us if your situation is more complex. This means that we can carefully review the issues you have raised by referring back to the information held in our files to provide a solution.

If you have any further information or evidence that may help us investigate your complaint, please send it to us as soon as possible.

Step 2: Reviewing your complaint

Once we have received your complaint, it will be reviewed by one of our Complaints Officers who will contact you with a response. Please see the timeframes below for when you can expect to hear back from us.

Sometimes we need to review recordings to help with our investigation. This could include listening to calls made to our office or watching video footage taken from the body-worn cameras worn by our enforcement agents.

Step 4: Responding to you

The Complaints Officer will contact you with our response when they have finished their investigation. We are happy to discuss our findings with you to help resolve the complaint in full.

Timeframes for getting back to you

We try to resolve all complaints quickly, but sometimes complex problems can take a little longer.

 

Our target is to get back to you within:

– 5 working days for straightforward complaints

– 20 working days for more complex complaints

Note: Our working days are Monday to Friday. We are not open weekends or bank holidays.

 

Please note, these timeframes do not affect those stated in the Civil Procedure Rules relating to Third-Party Claims to controlled goods.

 

Extra support is available

If you need additional support with managing your complaint, please let our team know and we will do our best to assist.

There are various organisations that may be able to support or advise you, see details below.

 

Citizens Advice

Website: citizensadvice.org.uk

Telephone:

0800 144 8848 (England)

0800 702 2020 (Wales)

StepChange Debt Charity

Website: stepchange.org

Telephone: 0800 138 1111

Shelter

Website: shelter.org.uk

GOV.UK

Website: www.gov.uk

Enforcement Conduct Board

Website: enforcementconductboard.org

 

If you are unhappy with the outcome of your complaint

 

If you do not agree with the Complaint Officer’s response and you wish to escalate your complaint, then it can be referred to another complaints officer or member of senior management.

If we have finished investigating your complaint, and you are not satisfied with the outcome, you may be able to raise it with the Enforcement Conduct Board (the organisation that oversees the enforcement industry) or the High Court Enforcement Officers Association if your complaint relates to a High Court Enforcement Officer.

These organisations can be contacted using the details below:

 

Enforcement Conduct Board

Website: Making a complaint – enforcementconductboard.org

Please note that any complaint must be escalated to the ECB within one month of our final response being issued, otherwise it will be treated as out of time.

High Court Enforcement Officers Association (HCEOA)

Website: hceoa.org.uk