Complaints Procedure

Last updated: August 2026

Our Commitment to You

CM Debt Recovery is committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it so we can resolve the situation.

Making a Complaint

If you have a complaint about our service, please contact us in the first instance:

• Email: info@cmdebtrecovery.co.uk
• Post: CM Debt Recovery, 3 Jubilee House, The Drive, Great Warley, Brentwood, Essex, CM13 3FR
• Phone: 01245 976 716

What We Need From You

To help us investigate your complaint quickly and effectively, please provide:

• Your name, company name, and contact details
• A clear description of your complaint
• Details of what you would like us to do to resolve it
• Any relevant supporting documentation
• Dates of relevant events or communications

Our Process

1. We will acknowledge your complaint within 5 working days of receipt
2. We will investigate your complaint thoroughly and fairly
3. We will aim to provide a full response within 20 working days
4. If we need longer, we will explain why and keep you updated on progress
5. If you are not satisfied with our response, you may escalate the matter

Escalation

If you are not satisfied with our handling of your complaint, or if eight weeks have passed since you raised it with us, you may be entitled to refer your complaint to an alternative dispute resolution provider. Please contact us for further information about this option.

Regulatory Information

CM Debt Recovery is registered with the Information Commissioner's Office (ICO registration number: ZB866648) for data protection compliance purposes.

This complaints procedure does not affect your statutory rights as a consumer.