Complaints

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We pride ourselves in continually acting in the best interests of our clients. We do, however, understand that there are instances when a client may feel that they have cause to complain.

If you have a complaint we need to know about it and we would ask that you inform us as soon as possible so that the issue can be addressed. This can be done via fax, email, telephone, in writing or in person. The address for such communications should be:

The Complaints Officer,
Financial Recovery Solutions Ltd,
57 St Petersgate,
Stockport,
Cheshire,
SK1 1DH

By email:
info@financialrecoverysolutions.co.uk

By fax:
0161 850 2240

By telephone:
0800 612 7922

Or in person by visiting our premises (address detailed above).

We will send you a written or electronic acknowledgement of your complaint within 5 business days of receipt, giving the name or job title of the individual handling the complaint, together with details of our internal complaints handling procedures.

We will then investigate the matter and by the end of eight weeks after receipt of the complaint, send you:

1. a final response which will also inform you of your referral rights to complain to the Legal Ombudsman, the timeframe for doing so and full contact details for the Legal Ombudsman; or
2. a response which:
1. explains that we are still not in a position to make a final response, giving reasons for the further the delay and indicating when we expect to be able to provide a final response; and
2. informing you in writing that you can complain to the Legal Ombudsman, the timeframe for doing so and full contact details for the Legal Ombudsman.

If we are unable to resolve your complaint or we are unable to provide you with a final response within the prescribed timescales, you can have the complaint independently looked at by the Legal Ombudsman.

The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this should be done within 12 months of the date of our final response.

Visit www.legalombudsman.org.uk/cmc

Call 0300 555 0333 between 8.30am to 5.30pm.

Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01or 02) from both mobiles and landlines.

Calls are recorded and may be used for training and monitoring purposes.

For minicom call 0300 555 1777.

Email: cmc@legalombudsman.org.uk

Legal Ombudsman,
PO Box 6804,
Wolverhampton,
WV1 9WG

Do not send original documents to the Legal Ombudsman. They will scan any documents you send to them to make computer copies and then destroy the originals.