Complaints Procedure
Your Feedback Matters
Maybeck Collections Limited aim to provide you with the best service possible however, we understand that sometimes, things don’t always go to plan.
If you are a client of Maybeck Collections and this should happen, or you feel that we have not dealt with something as you would have expected, please let us know and we will work with you to put things right and further, will always use your feedback to improve things where we can.
In the first instance, we must stress that making a complaint will not have any impact on how your case/cases are handled and we are committed to dealing with your concerns and investigating the matter fairly and efficiently.
Resolving Your Complaint
Where you feel the need to raise a complaint, you are required in the first instance to contact your Relationship Manager (as detailed in your letter of engagement/contract) via either letter or email. Your complaint shall be promptly acknowledged and a full response can be expected within 14 business days of receipt. Where this is not possible, contact will be made before this timescale elapses to explain why this is the case along with an estimate of when a full response can be expected.
In most instances, your Relationship Manager will be able to resolve your complaint directly however, in the instance you are not satisfied with their response, details as to whom the matter can be escalated to can be provided by your Relationship Manager upon request.
Further to this, you are asked to place in writing to the relevant person the reasons for your continued dissatisfaction for their consideration. A further investigation will be undertaken and a response should be expected withing 14 business days of receipt and, where this is not possible, contact will be made before this timescale elapses to explain why this is the case along with an estimate of when a full response can be expected.
If, further to receipt of our second response, you are still dissatisfied with the service you have received, your complaint will be referred to the Managing Director for review and a final response will be issued.
At all times we will ensure that your complaint about the service provided by Maybeck Collections is carefully examined and resolved as quickly as possible.
Non-Client Complaints
If you are not a client of Maybeck, but rather a debtor of the client we are working on behalf of, there is no regulatory requirement for us to respond and rather, any such complaint is to be directed to our client with a copy to ourselves so that we may liaise directly with our client in relation to the same.
Where there are any allegations of misconduct on our part, and we feel that a response is necessary, we shall do so in writing by either letter or email.
It is our client’s responsibility to deal with your complaint and our file shall be placed on hold whilst the same is looked into and a response provided. Further to them having done so, we shall take our clients instructions as to how they wish for us to proceed and act upon the same.