Complaints

How to complain about our service

We are committed to delivering the highest standards of customer care and we take every appropriate step to make sure that our clients and their customers are treated fairly and with respect. However, if you feel that you have been treated unfairly, we want to assure you that we will investigate your complaint thoroughly, quickly and effectively. Complaints are always taken seriously and give us a chance to improve our service.

How can I make a complaint?

By telephone - Our call centre advisors are trained to try and resolve customer complaints as soon as they become aware of them and should be the first people you contact. Please call the phone number provided to you on your initial contact letter and we will attempt to resolve your complaint as quickly and effectively as possible. If your complaint cannot be resolved within that phone call and needs further investigation our advisors will guide you through our complaints procedure, a copy of which will be made available to you upon request.

By email - Email complaints should be sent to our complaints email address here complstpaints@controlacspbotcount.com, We aim to reply in full to every complaint we receive via email within 4 weeks.

By post - Please write to Controlaccount Plc, Compass House, Waterside, Bromsgrove, Worcestershire, B60 4FD. An acknowledgement to every complaint we receive by post to this address will be issued within 48 business hours from receipt of the complaint and a full response within 4 weeks

What information do I need to include?

Please include the following information to help us investigate your complaint fully:

  • Your Name
  • Your Telephone Number
  • Your Email Address (if you have one)
  • Customer Reference Number
  • The Date the problem occurred
  • The names of any representatives or team managers you may have dealt with
  • The nature and reason for your complaint

Services for customers who are vulnerable or may need further help?

We're fully committed to helping all of our clients contact us easily

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.

Controlaccount plc are members of the Credit Services Association (member number 023) with their guidelines incorporated into our business activities and processes. A copy of the CSA Code of Practice is available via the following link