Complaints

We believe all customers should be treated fairly and we take complaints about our work very seriously.

Agilisys Revenue Collection is committed to providing a service that is legally compliant, professional, efficient and valued by its customers and clients. 

When should I make a complaint?

Whenever you have cause to make an expression of dissatisfaction, and particularly when you feel that:

  • We have acted unfairly; 
  • We have done something we should not have; 
  • We have done something badly; 
  • We have not followed the correct policy or procedure.
     

Agilisys Revenue Collection responds to, and records and investigates every single complaint that we receive. 

How do I make a complaint?

By telephone on 01706 403 102
 

By email to recovery@agilisys.co.uk 

Or by post to: Agilisys Revenue Collection, Hafley Court, Buckley Road, Rochdale OL12 9DJ.

What information should I provide with my complaint?

It will be very helpful for our investigation if you can provide, or have to hand, as much of the following information as possible: 

  • Your name, address, contact telephone number and any account reference number 
  • Full details of your concern or complaint 
  • What you would like us to do to put things right 
  • Copies of any documentation you feel might be relevant 

 

Stage One

We will aim to resolve your complaint immediately and with a minimum of fuss especially when you telephone us. We will always write to you to confirm resolution. 

Stage Two

If we cannot resolve your complaint immediately by ‘phone or if you email us or write to us; when we receive your complaint a designated and independent person will be appointed to resolve your concerns. An investigation will take place and we will provide you with a detailed response. 

If the complaint is complicated, then we may need time to investigate more fully. In those circumstances, we will write to you as soon as possible, and within five working days to advise of the expected timescale. We will also send you a full copy of this complaints policy and place your account on hold during this period. 

If your complaint is upheld then we will act to prevent future recurrences, both for yourself and for other customers. Our detailed response will tell you what we are doing to put the situation right. 

If your complaint is not upheld, then we will write to you with a full and detailed explanation as to why this is the case. 

You should receive our final response within four weeks from the date we receive your complaint. If we need more time, then we will keep you up to date and write to you during this period; the final response will then be sent to you no later than eight weeks from the date your complaint was received. 

If your account is under the jurisdiction of the Financial Ombudsman Service (FOS), then our final response shall also advise you of your right to refer the complaint to the FOS; where appropriate and within six months if you remain unhappy with the response you have received. 

Please note that some complaints (e.g.) regarding Council Tax and Housing Benefit are outside the jurisdiction of the Financial Ombudsman Service. 

In the highly unlikely event that we are not able to issue a full and final response within eight weeks then we will send you a letter explaining why this is the case, and when we expect to be able to provide a full and final response. We shall provide details of the ongoing investigation as it stands, and inform you of your right of referral to the FOS - as detailed above. 

Stage Three

In the instance where a complaint has been fully investigated and the outcome detailed in our full and final response is not satisfactory, then you may appeal for the decision to be reviewed. 

If you write to us within four weeks of the stage 2 decision, our Head of Service Development will then re-open the case and begin a further review. A final decision will be sent to you in writing within four weeks of us receiving your appeal. 

Or you may refer your complaint to the Credit Services Association (CSA), of which we are members, by visiting http://www.csa-uk.com/consumer/help-and-advice; or by telephoning 0191 217 0775; or in writing to the CSA at 2 Esh Plaza, Sir Bobby Robson Way, Great Park, Newcastle Upon Tyne, NE13 9BA. 

You may also refer this decision to the Financial Ombudsman Service within six months (providing it is within their jurisdiction) as described above. 


Putting Things Right

If your complaint is upheld, then we will put things right. 

This means putting you back in the position you would have been in had a failing not occurred; including any consequential loss. These steps will vary from case to case and will be determined by a review of evidence and your specific circumstances.


Our full complaints policy

The text on this page summarise the key elements of our ten-page complaints policy. If you would like us to send you a copy of the full policy then please write to us at: 
Agilisys Revenue Collection, Hafley Court Contact Centre, Buckley Road, Rochdale, OL12 9DJ.

 

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