Complaints

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, Compass House, Waterside, Bromsgrove, Worcestershire, B60 4FD. An acknowledgement to every complaint we receive by post to this address will be issued within 2 business days from receipt of the complaint and a full response within 4 weeks

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

We're fully committed to helping people 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 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

Managing Unacceptable Behaviour Policy

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 staff and Members. We also consider the impact of unacceptable behaviour on our ability to provide our services to others. Our staff will show empathy, courtesy and respect always. In return we ask that customers interact with our staff and Members 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 staff. If required, we will refer to and invoke the terms of our Unreasonably Persistent and Vexatious Complaints Policy.