Rossendales Limited (Debt Collection) complaints

Rossendales Limited (Debt Collection) complaints

Our aim

Rossendales Limited (Debt Collection) ("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.

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

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.

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.