We’re committed to delivering the highest standard of customer service.
If you don’t think we’ve delivered a high enough standard of care, please tell us so we can investigate.

Please give as much information about your complaint as possible and tell us how you’d like us to resolve it.

Call us on any number listed on out Contact us page
Email our Complaints team

Or you can write to us at the following address:

Debt Enforcement Group
Complaints Department
E-Innovation Centre,
Priorslee, Telford,
United Kingdom,
Tf2 9FT

What happens after I’ve sent my complaint?

When we receive your complaint, we’ll send you an acknowledgement within five working days, enclosing a copy of this procedure.

Investigate your complaint and aim to respond within four weeks.
If we can’t do this we’ll send you an update. Then our aim is to send a final response within eight weeks of receiving a complaint. If this isn’t possible, we’ll write to explain why and tell you when we will respond.

Financial Ombudsman Service.
If we take more than eight weeks to send a final response, or you don’t think we’ve resolved your complaint, you can contact the Financial Ombudsman Service.

Ways to contact the Financial Ombudsman Service

Online: For more information, visit their website www.financial-ombudsman.org.uk

You must refer your complaint to the Financial Ombudsman Service within six months of the date on out final response.