Complaints Procedure

You can contact us using any of the methods below:

By telephone

Please call the number detailed on any correspondence you have received from us. Our team will always try to resolve complaints at the earliest opportunity.

By post

Controlaccount Ltd Compass House Waterside Hanbury Road Bromsgrove Worcestershire B60 4FD

Or using the complaints form at the bottom of this page

To help us investigate your complaint efficiently, please include:

• Your full name
• Contact telephone number and email address
• Your Controlaccount reference number (if available)
• Details of your complaint
• Relevant dates or supporting information

We aim to acknowledge complaints within two business days from receipt of the complaint, and four weeks for a full response. Where further investigation is required, we will keep you updated throughout the process.

If your query relates to disputing an outstanding balance or invoice, please use our dedicated query process so the matter can be reviewed appropriately. Log in using your reference number here.

We recognise that some customers may require additional support. If you are experiencing financial difficulty, health issues or other vulnerable circumstances, please let our team know so we can work with you appropriately and sensitively. As a founding member of the Credit Services Association, our processes are designed to support fair and ethical customer engagement.

If your circumstances mean you are unable to raise a complaint to us yourself you can nominate someone to contact us on your behalf. When they contact us, we will get in touch with you to verify that you are happy with this.

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Controlaccount recognises that customers of our services have a right to be heard, understood and respected.

Occasionally, the behaviour or actions of some customers using our services makes it difficult for us to deal with their complaint. When this happens, we must take action to protect our employees. We also consider the impact of unacceptable behaviour on our ability to provide our services to others. Our employees will show empathy, courtesy and respect always. In return we ask that customers interact with our team in a respectful and courteous way, so we can provide our services efficiently and professionally.

Controlaccount confirms its commitment to taking into account individual circumstances and making reasonable adjustments. Unacceptable behaviour can be defined as behaviour which creates, or has the potential to create, risk to the business or the health and safety of employees. This includes bullying, harassment, coercion, discrimination, and behaviour raising complaints which are unreasonably persistent or vexatious. All complaints are dealt with in accordance with Controlaccount’s Complaints Procedure. If a complainant becomes unreasonably persistent or the complaint becomes vexatious, we may take further action to restrict communications to ensure the health and safety and welfare of our employees. If required, we will refer to and invoke the terms of our Unreasonably Persistent and Vexatious Complaints Policy.

We are happy to address any concerns you may have about the use of your data and will provide you with a response in line with the Information Commissioner’s Office guidelines on the handling of data complaints.

In order that your complaint is dealt with appropriately, please note that Controlaccount is, in most instances, a processor of your data and complaints may have to be redirected to the controller of your data for review and response.

We want to help you resolve any issue as quickly as possible. Please note that the Complaint Team cannot address issues surrounding any sums considered outstanding or ongoing disputes. Please direct these to the appropriate team by clicking here