Complaints Procedure

How to complain

You can complain by email to enquiries@assetrecoverylimited.uk, marking your message “Complaint”.

To help us deal with it quickly, please tell us:

• your name and a reliable way to contact you;
• your file or matter reference, if you have one;
• what happened, and when;
• who you dealt with, if you know; and
• what you would like us to do to put it right.

There is no charge for making a complaint, and doing so will not affect how your matter is handled.

What we will do

1. Acknowledgement — within 5 working days. We will confirm in writing that we have received your complaint, tell you who is dealing with it, and set out what we understand the complaint to be. If we have misunderstood anything, this is your opportunity to correct us.
2. Investigation. The complaint will be reviewed by someone not directly responsible for the matter complained about, wherever that is possible within a firm of our size. We will review the file and speak to the people involved.
3. Full response — within 8 weeks. We will write to you with our findings, our decision, our reasons, and any remedy we are offering. Most complaints are answered well inside this period; if we cannot respond in full within 8 weeks, we will write to you before then explaining why and when you can expect our answer.
4. Review. If you are not satisfied with the outcome, write to us again within 28 days and a director will review the decision.

If you remain dissatisfied

Where a complaint concerns a matter falling within the remit of an ombudsman or regulator, we will tell you so in our final response and give you their contact details and any applicable time limit.

If your complaint concerns how we have handled your personal data, you may complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or on 0303 123 1113.

You may also be able to pursue the matter through the courts, or to seek independent legal advice. Free, impartial guidance on your options is available from Citizens Advice and MoneyHelper.

Reporting suspected fraud

If your concern is that someone has impersonated this firm, or that you have been targeted by an asset recovery scam, please tell us so we can warn others — and report it to Action Fraud on 0300 123 2040, or to Police Scotland on 101 if you are in Scotland. If money has just left your account, contact your bank immediately.

Our record

We keep a record of every complaint, what caused it and how it was resolved, and we review that record so the same problem does not recur.