Rossendales Collect complaints

Rossendales Collect complaints

Our aim

Rossendales Collect ("Rossendales") takes all complaints seriously, and investigates them in a fair and consistent manner. As our services affect the public at large, we view the individuals we deal with in the process of debt collection as our customers. This means that we have customer service obligations, which we strive to uphold.


Should we fail to meet your expectations, or should you feel dissatisfied with our conduct in any way, we would welcome your feedback. Our telephone agents are happy to help if you wish to talk through any concerns.

If, for any reason, we cannot resolve the matter over the phone, then the case will be passed to our Complaints team to handle.

Rossendales is authorised and regulated by the Financial Conduct Authority ("FCA") for the collection of debts formed under the Consumer Credit Act 1974 (amended 2006) (referred to as "regulated complaints.") The collection of all other debts will not fall under FCA protections, including the right of customers to report complaints to the Financial Ombudsman Service. Details of how to escalate a complaint relating to the collection of such debts can be found below.

Details of how to make a complaint relating to enforcement action can be found on this website, under the Rossendales Limited (Enforcement) complaints procedure.


What to expect when you complain to us
Stage 1 - Receiving and acknowledging complaints

Please provide details of your concerns in writing or by telephone including:

• your name, address, contact telephone number and account reference number;

• full details of your concern or complaint; and

• copies of any documentation that you feel might be relevant.

Complaints can be made in writing by email to [email protected] or to:

Rossendales Limited
PO Box 324
Rossendales
BB4 0GE

Telephone complaints can be made to the following numbers:

• For HMRC, DVLA, Home Office or Student Loan accounts, please call 0333 320 1867.*
• For all other accounts, please call 0333 320 1955.*

Our opening hours are 8am to 8pm Monday to Friday, and 8am to 4pm Saturday.

When we receive a complaint, we will suspend all collections activity on the account. If you make a complaint and we cannot respond fully within five working days, we will let you know that we have received your complaint.

An experienced and competent complaint handler will thoroughly investigate the issues you have raised. They may contact you if they need further information or clarification.


Stage 2 - Resolving and closing complaints

We will respond to your complaint as soon as possible, but if after four weeks we cannot conclude the matter, we will write to you with an update.
Within eight weeks of receiving your complaint, we will send our final response to you.

In exceptional circumstances we may need more time; if we do, we will write to let you know when we expect to provide the final response.

Our final response will explain our investigation and findings. We will also give you details of your rights to refer your complaint to the relevant Ombudsman scheme, for independent and impartial assessment.

This is so that, in the regrettable circumstances that you do not feel your complaint has been handled correctly, you will know how to take the matter further.

For regulated complaints

The relevant Ombudsman scheme for regulated complaints is the Financial Ombudsman Service (FOS) (www.financial-ombudsman.org.uk.)

You must refer your complaint to the FOS within six months of receiving our final response. We will not agree to waive this time limit unless there are very exceptional circumstances.

We also do not consent to any case being referred to the FOS for mediation until we have had the opportunity to investigate the matter, and to provide our final reply.

For unregulated complaints

The relevant Ombudsman scheme for unregulated complaints is the Credit Services Association (CSA) (www.csa-uk.com/consumer/help-and-advice).

You have the right to refer your complaint to the CSA. All complaints must be submitted in writing with a signed complaint form (www.csa-uk.com/assets/documents/forms/csa_complaint_form.pdf). This is necessary so that the CSA and Rossendales have the requisite authorisation to share information.


Support available to our customers

It is essential that you get support and assistance if you need it. For a list of relevant organisations who may be able to provide this, please click here.