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BPS Commercial Ltd Complaints Policy
We take all complaints or any expression of dissatisfaction very seriously. We will investigate in accordance with our procedure set out below and will aim to reach a resolution as speedily as is possible. We do our best to carry out our work fairly and effectively, however we know that there will be times when you feel unhappy about our service. We are committed to putting things right if something goes wrong. Complaints are important to us, because they help us improve what we do and how we do it, so don’t be afraid to let us know your concerns.
Please address your complaints to:
Complaints must be submitted in writing in order for our team to investigate your case and provide a detailed response to your enquiry.
Stage 1 Complaints: Problem Solving
We will try to address and resolve your complaint in full at this initial stage.
The best people to sort out most problems are often those who provide the service and so we will speak with you first and then with them to ensure all views are obtained.
We will write to you within three working days to let you know that we have received your complaint. In the letter we will let you know who is dealing with your complaint and the date by when you should receive a response.
We aim to respond within 10 working days. If there is any reason why we can’t, we will contact you and let you know when to expect our response.
Stage 2 Complaints: Investigating
If you are not happy with the outcome of Stage 1, you can take the matter further. We will include details of how to do this in your Stage 1 response letter.
At Stage 2 your complaint and how we dealt with it will be investigated by our Legal advisor / solicitor.
Again, we aim to respond within 10 working days or we will contact you and let you know when to expect our response.
Stage 3 Complaints: Independent Review Stage
If complaints can not be resolved then a right to complaint can be forwarded to our professional body which is the Credit Services Association or court. Each member of staff is aware that procedures must be communicated to individuals who want to make a complaint or have indicated dissatisfaction with the service.
We will endeavor to ensure that all complaints are dealt with and a satisfactory conclusion is reached for all parties.
For Further Help please contact The Financial Ombudsman Service (FOS).
Enquiries and Consumer Helpline
Monday to Friday – 8am to 8pm
Saturday – 9am to 1pm
•0800 023 4 567
calls to this number are now free on mobile phones and landlines
•0300 123 9 123
calls to this number cost no more than calls to 01 and 02 numbers
These numbers may not be available from outside the UK – so please call us from abroad on +44 20 7964 0500.
We'll be happy to phone you back, if you're worried about the cost of calling us.
You can also text us on 07860 027 586 and we’ll call you back. But please don’t send any account numbers or bank details – we’ll sort that out later. And if you feel you need to speak to us more urgently, it's probably best to call us so we can help there and then.
Switchboard and Fax
Open 9am to 5pm, Monday to Friday
•020 7964 1000 (switchboard)
•+44 20 7964 1000 (for calls from outside the UK)
•020 7964 1001 (main fax)
Phoning will be quicker than emailing us, as we can answer phone enquiries straightaway.
emails are automatically acknowledged – so check your "junk-mail" folder or "spam" filter if you don't get a reply
The Financial Ombudsman Service
London E14 9SR
Meeting your Needs
We can provide information about our service in different formats and languages.
And we can adapt the way we communicate with you - depending on your needs. For example, we can use Braille, large print or audiotape and we can make and receive calls using Text Relay (formerly known as TypeTalk).
Please let us know what your particular needs are, and we will do our best to help.
contact us using a sign language interprete