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Complaints Procedure

I would like to raise a complaint

If you have a negative experience about the way in which we have handled your case, we would encourage you to share this with us so that we can help improve our services. You can either contact us on 0330 900 8000, email us at complaints@burlingtongroup.co.uk, or write to us at Burlington Group, Coliseum Business Centre, Riverside Way, Camberley GU15 3YL.

If we are unable to resolve your complaint to your satisfaction and you feel that your complaint requires further investigation or explanation, we will follow our Complaints Procedure below.

How to Complain: Advice on Burlington Group Complaints Procedure

Burlington Group is committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible and let us know the nature of your complaint. When contacting us with your complaint we will, wherever possible, take action to resolve the issue.

We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.

Complaint timescales

Within five working days of receiving your complaint we will either:

  • Resolve your complaint immediately and respond or
  • Provide you with the name or the title of the person assigned to resolving your complaint

Within eight weeks of receiving your complaint we will either:

  • Issue a final response to your complaint or
  • Provide you an update on the progress of the investigation and give you a date when you will be contacted again
  • Tell you why we are not in a position to provide a final response and indicate when we expect to be able to provide you with an answer

Final response and referring to our regulators

On receipt of a final response or on reaching the eight week point you have the option of referring your complaint to the appropriate regulatory body. The appropriate regulatory body will depend upon whether we have contacted you with regard to a Consumer Credit Act regulated matter or to enforce a judgment.

If we have contacted you regarding a debt that arose from a Consumer Credit Act regulated agreement (e.g. a loan or motor finance agreement), you should refer your complaint and any final response to the Financial Ombudsman Service at the address below.

If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued. Burlington Group will not agree to waive this time limit unless there are very exceptional circumstances.

Burlington Group also does not consent to any case being referred to the FOS for mediation before eight weeks has elapsed until we have had the opportunity to investigate the matter, and to provide our final reply.

If we have been instructed as High Court Enforcement Officers to enforce a judgment against you (or a matter related to enforcement of judgments), you can refer your complaint and any final response to the High Court Enforcement Officers Association at the address below.

If we have contacted you regarding a debt collection matter that does not fall into one of the above categories, your complaint may still be considered by the Credit Services Association.

Useful Contacts

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Call: 020 7964 1000
Email: complaint.info@financial-ombudsman.org.uk

The High Court Enforcement Officers Association
High Court Enforcement Officers Association
50 Broadway
London
SW1H 0RG
Email: complaints@hceoa.org.uk

The Credit Services Association 
2 Esh Plaza
Sir Bobby Robson Way
Great Park
Newcastle Upon Tyne
NE13 9BA

The CSA requires complaints to be submitted, where possible, using a specified complaints form that can be downloaded from the CSA website: http://www.csa-uk.com/

Burlington Group - Civil Enforcement Association
Burlington Group - Civil Court Users Association
Burlington Group - Collector Accreditation Initiative
Burlington Group - Finance & Leasing Association
Burlington Group - Credit Services Association
Winner of Enforcement Team of the Year 2014