How to make a Complaint to Phoenix
How to make a Complaint to Phoenix This document explains the process to be followed when making a complaint to Phoenix. This document contains information belonging to Phoenix Commercial Collections and is provided solely for information purposes. What happens at Stage 1 of the process? Stage 1: Is the initial or first stage of the complaints process which involves a full investigation by a member of the company’s Customer Care Team who are conversant with legislative guidelines and our policies and procedures. What do I do if I want to make a complaint? Phoenix accepts written or verbal complaints, however for reasons of clarity we would encourage that you put any grievances or comments in writing, detailing fully each point and the area of your concern. By putting your complaint in writing, it will enable us to clearly understand the reasons of your complaint. You can do this by: Telephoning our Call Centre on: 0844 824 3884 Emailing: [email protected] What happens at Stage 2 of the process? Stage 2: Should a Customer not be satisfied with the response provided at Stage 1 of the process, then they can request that the matter is referred to a manager who will look at the complaint and review our initial reply to ensure that each point has been dealt with and that the responses given were accurate and detailed. Downloading and completing a copy of our Complaints Form Or by writing to: Phoenix Commercial Collections FAO: Complaints Officer Paragon Business Park Chorley New Road Bolton, Lancashire BL6 6HG Upon receipt of a complaint, our office will log and acknowledge your complaint within two working days, prior to commencing an investigation concerning the reasons for your complaint. We will endeavour to respond to your complaint within seven (7) days of receipt, however where this is not possible due to the investigative measures required to resolve your complaint, we will notify you by letter or by telephone explaining the reasons for the delay and provide you with an indication of when you should receive a response. Our complaint process has three (3) stages plus an external investigation process. 1. Stage 1 - The initial complaint and investigation 2. Stage 2 - If a customer is dissatisfied with the response provided at Stage 1 they can request a review of the findings. 3. Stage 3 - If a customer is still dissatisfied at the response provided at Stage 2, they can request that their complaint is referred to a senior member of our Management Team. What happens at Stage 3 of the process? Stage 3: Should a Customer remain dissatisfied following the response provided at Stage 2 of the process, then they can request that the investigation is moved to the third stage of our complaints process, where it will be passed to a senior member of our management team, who for reference is the Director responsible for company operations, to review the circumstances of the complaint and our response provided. Following their assessment and if felt necessary, a full re-investigation would be carried out and a response provided. Please note that should a customer feel that it is not possible to put their case in writing or feel that their problem needs to be immediately resolved, for example when a bailiff or enforcement officer is present at their premises, or where their complaint relates to how a current call/visit is being handled then they can be request that their complaint to be dealt with verbally, although dependant on the enforcement stage present this method of complaint cannot always be accommodated. What do I do if I am still unsatisfied with the response to my complaint? Please note: that CIVEA will only investigate a complaint if it has firstly gone through our complaints process. Where a customer still remains aggrieved following our three stage complaint process they may at this point (once having completed stages 1 to 3) refer their case to our governing body the Civil Enforcement Association who are contactable by writing to: Data Protection: Phoenix is a data compliant organisation and will only use the personal details and information contained within a customer’s account file to respond to their complaint and any information obtained/used during the complaint investigation process will only be seen by those who are directly involvedin the management and resolution of their complaint. CIVEA The Civil Enforcement Association 513 Bradford Road Batley West Yorkshire WF17 8LL Customer Complaint Form When completing this form, please ensure that you provide as much information/detail as possible to ensure that we are presented with all the facts surrounding the areas of your grievance. Whilst we would always wish to avoid causing a customer to complain about our services, we do accept that on occasion a customer may believe that they have a justified point to make therefore we welcome all constructive comments. Should you have specific accessibility or disability requirements, please contact our Call Centre on 0844 824 3884, whereby a member of our staff will arrange to accommodatate your requirements. We utilise the following service providers who can accommodate such requirements: Language line - a language translation agency Type Talk Relay Service - A text relay service for deaf or speech impaired customers Braille and Large Print Information - Phoenix retains the services of a number of specialist providers who can provide information/literature in these formats. Please complete the following Our ref. no. Title First name Surname Address Postcode Contact telephone numbers / email address Daytime Home Mobile Email How would you prefer to be contacted? Phone Letter Email What service/type of debt are you making a complaint about? Council Tax Business Rates Parking Penalty Charge Notice Commercial Rent Other (please specify) ............................................................................................................................................................................................................................................................................ Please tick box below or specify in the space provided, the nature of your complaint. Reason for complaint (please tick box as appropriate) Bailiff visit/letter but debt already paid to our client (i.e. the Council) Bailiff visit/letter but prior agreement/arrangement with our client (i.e. the Council) Validity of the warrant/court order Bailiff visit/letter but debt already paid to Phoenix Bailiff visit/letter but prior agreement/arrangement with Phoenix Disputing the fee & charges applied to my account Seizure of goods Bailiff was rude and/or abusive Member of offfice staff who was rude/aggressive/unhelpful Other (please specify) ............................................................................................................................................................................................................................................................................ Please detail the nature of your complaint .............................................................................................................................................................................................................................................................................................................................. .............................................................................................................................................................................................................................................................................................................................. .............................................................................................................................................................................................................................................................................................................................. .............................................................................................................................................................................................................................................................................................................................. .............................................................................................................................................................................................................................................................................................................................. .............................................................................................................................................................................................................................................................................................................................. (Continue on a separate sheet of paper if necessary) What would you like us to do to put things right? .............................................................................................................................................................................................................................................................................................................................. .............................................................................................................................................................................................................................................................................................................................. .............................................................................................................................................................................................................................................................................................................................. Declaration Please read and sign the declaration below. By signing this declaration, you consent to Phoenix Commercial Collections exchanging information with our instructing Client and/or those persons or organisations involved in handling or the management of your complaint. Signature ...................................................................................... Name (Block Capitals)............................................................................................................ Date: .................................. All information received in connection with your complaint will be kept confidential. Please return to: Phoenix Commercial Collections FAO: Complaints Officer Paragon Business Park Chorley New Road Bolton, Lancashire BL6 6HG Email: [email protected] Fax: 01204 664 066 FOR OFFICE USE ONLY Reference No. ............................................................................................................... Date received ............................................................................................................................ Date Acknowledged .................................................................................................. Referred to Department (Specify) ........................................................................ / Staff member.............................................................................................................. Action taken to resolve Complaint .............................................................................................................................................................................................................................................................................................................................. .............................................................................................................................................................................................................................................................................................................................. Have details been scanned to database/log? Yes No / Date scanned ................................................................................................................ Date of response to complainant ..........................................................................
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