Complaints Procedure

Objective

We acknowledge that the recovery process can be complex and sometimes confusing. Misunderstandings may arise, and certain aspects may need clarification. Our commitment is to listen to you, ensuring fair and transparent treatment throughout.

We take complaints seriously and investigate them in a fair and transparent way. We continually review the outcomes of each complaint to improve our business processes.

Our Complaints Process

If you are dissatisfied with our service or believe there is room for improvement, we encourage you to share your feedback. Here are the following ways in which you can let us know:

Call us on 01707 566 053. Our call handlers are able to resolve most disputes and dissatisfactions over the phone.

If we cannot resolve your dissatisfaction quickly, our call handlers will refer the case to our Compliance Manager, who will investigate further, following the DISP rules set on in the FCA’s Consumer Credit Sourcebook. We aim to keep you informed throughout the process and will:

• Place your file on hold pending the outcome of the investigation;
• Send you an acknowledgement within 5 working days of the complaint being escalated;
• Contact and inform our client as necessary
• Collate and review all relevant and necessary information
• Agree the outcome and communicate this to you in a Final Response

Alternatively you can raise your dissatisfaction directly in writing, email or via our contact form on this website. The details are below:

Address: Insurance Collections Bureau, Weltech House, Ridgeway, Welwyn Garden City, Herts, AL7 2AA

Email: operations@icbureau.co.uk

We will attempt to conclude our investigations and resolve your complaint within 28 days, but where we are unable to do so and further information is required, this could take up to 8 weeks.

As an FCA regulated firm, it is necessary to inform you that if you remain dissatisfied with our complaint response, you have the right to refer your complaint to The Financial Ombudsman Service, free of charge, but you must do so within six months of the date you received our firm’s final response letter to your complaint.

If you do not refer your complaint in time, the Ombudsman will not be able to fully consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was a result of exceptional circumstances.

For more information about the Financial Ombudsman Service, a leaflet is enclosed and their website address is: www.financial-ombudsman.org.uk.