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 fair, legally compliant and valued by its customers and clients.

Unfortunately, sometimes things don’t work out as intended. We know we are not perfect. But we aim to be. That is why we have a complaints procedure. Sometimes we can put things right; sometimes we can only explain ourselves and apologise. But we do want to learn from our mistakes. What you tell us helps us to look at how we do things and helps us to improve our service.

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, 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.

To make sure that all complaints are handled efficiently and fairly, we have a complaints procedure. This runs through various stages when complainants continue to feel unhappy with the response they have received.

What Information Should You Provide With Your 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 

How We Deal With Your Complaint

We aim to resolve your complaint immediately and with a minimum of fuss.


If we cannot resolve your complaint immediately by ‘phone or if you email us or write to us; then a designated and objective 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 these circumstances, we will write to you as soon as possible, and within five working days to advise of the expected timescale. We will also place your account on hold and cease collections activity 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, we will keep you up to date and write to you during this period. Our final response will be sent to you no later than eight weeks from the date your complaint was received.

Confidentiality

All complaints received will be dealt with sensitively and in accordance with the requirements of the applicable data protection laws and associated regulations.