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.

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.

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 

How We Deal With Your Complaint

We aim to resolve your complaint immediately and with a minimum of fuss especially when you telephone us.

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 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 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, 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.

Financial Ombudsman Service (FOS)

If your complaint is about the collection of a consumer credit or consumer hire agreement and we cannot settle the complaint, then you may refer it to the Financial Ombudsman Service, usually within six months of our final response. The Financial Ombudsman Services (FOS) may conduct an independent investigation on your behalf into the concerns you have raised. You can find more information about the Ombudsman and their contact details at www.financial-ombudsman.org.uk

Credit Services Association (CSA)

We recognise not all customers have recourse to the Ombudsman as their complaint may be about the collection of council tax, utility bills, benefits overpayments or rent arrears etc. So ALL complainants have the right to refer their complaint to the CSA if they are not satisfied with our final response. Please be advised that they only accept complaints in writing and should you wish to contact them, you must first complete their complaint form, which can be found on their website.

You can read more about your rights, the CSA and how you can contact them at www.csa-uk.com/consumer/help-and-advice.