Complaints Policy Procedure

1. Purpose
CM Debt Recovery is committed to providing a high standard of service. If a client or customer is dissatisfied with any aspect of our service, we encourage feedback and take all complaints seriously to continually improve our services.

2. Scope
This policy applies to all clients, customers, and members of the public who have dealings with CM Debt Recovery.

3. Definition of a Complaint
A complaint is defined as any expression of dissatisfaction, whether oral or written, and whether justified or not, about any aspect of CM Debt Recovery’s services or conduct.

4. How to Make a Complaint
Complaints can be made by:

Email: info@cmdebtrecovery.co.uk

5. Complaint Handling Procedure

Step 1: Acknowledgement
We aim to acknowledge receipt of the complaint within 3 working days of receiving it.

Step 2: Investigation
The complaint will be investigated by the Complaints Officer or an appropriate senior staff member. We aim to provide a full response within 10 working days. If more time is needed, we will notify the complainant with a new expected timeline.

Step 3: Resolution
We will explain the outcome of our investigation and any actions taken. If the complainant is satisfied, the complaint will be closed.

Step 4: Escalation
If the complainant is not satisfied with the outcome, they may request a review by a senior manager. This review will be completed within 10 working days of the escalation request.

6. Record Keeping
All complaints will be logged and recorded, including details of the complaint, investigation, outcome, and any follow-up actions. Records will be kept confidential and in accordance with data protection laws.

7. Continuous Improvement
Complaints are reviewed regularly to identify any recurring issues or trends. These are addressed through changes to policies, training, or procedures as appropriate.

8. Contact
For further information about our complaints policy or to make a complaint:

Email: info@cmdebtrecovery.co.uk