How to Make a Complaint
We strive at all times to maintain high standards and do everything we can to ensure that all our customers get the best possible service from Manx Collections. We recognise, however, that mistakes can happen, or expectations may not always be met. It is only when our customers take the trouble to tell us about them that we can put things right and make improvements to our service.
You may put your complaint to us by e-mail, letter or by telephone. It will be helpful if you quote your agreement or account number and supply us with as much relevant information as possible. If, after talking to our staff you are still concerned, we would appreciate if you confirm the details of your complaint in writing. We will not charge you at any stage for dealing with your complaint.
By Phone: You may notify us by telephone in the first instance on 0161 464 4400
By E-mail: info@manxcollections.co.uk
You can contact us directly through our website
By Letter: You can write to: Customer Services, Manx Collections, Hyde Park House, Cartwright Street, Newton, Hyde, Tameside, SK14 4EH
We will confirm receipt of your complaint in writing within 5 working days.
Your complaint will be investigated by an independent member of staff whose responsibility will be to deal with the problems you are experiencing, fairly.
We always try to reach an equitable solution as quickly as possible, and will endeavour to have your complaint resolved within 5 working days from the date your complaint was received. Some complaints may be more complex than others and therefore, may take us longer to investigate. Either way, we will write to you within four weeks from receipt of your complaint with either a response letter or a letter updating you that the investigation of your complaint will take a bit longer. We will also explain the reasons for any delay and will provide you with an expected response date.
Once we have fully investigated your complaint we will write to you with our final response. This should not take longer than 8 weeks from the date your complaint was received.
If, at any time, you are unhappy with our handling or our response to your complaint, or in the unlikely event that we have been unable to resolve your complaint within 8 weeks of our receiving it, you have the right to refer the matter to the Financial Ombudsman Service. Please refer below for details of the Financial Ombudsman Service in the UK.
Individuals and small businesses who are customers of financial services firms that provide services “in or from the UK”.
Only certain companies are eligible to use the UK Financial Ombudsman Service. These companies must have an annual turnover of less than two million euros and fewer than ten employees.
Not all customers may refer their complaints to the UK Financial Ombudsman Service. The Scheme was established in 2001 to provide customers of UK based financial institutions with a free, independent dispute resolution service.
Further information about this service and eligibility criteria can be found from the below:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR
Helpline: 0800 023 4567
Website: www.financial-ombudsman.org.uk