Complaints

Complaints

At Excel we are committed to providing a professional service at all times, but if you feel the need to make a complaint about any aspect of our service we will take this very seriously and act upon it without delay.

Should  you wish to complain

We aim to resolve all complaints within 48 hours of receipt, although there may be occasions when it will take longer than this to fully investigate the issues raised. We aim to acknowledge your complaint upon receipt but always within 5 days.

All complaints will be handled by a member of the management team and you can make a complaint by either telephoning us on 0333 400 1040, emailing us at enquire @xlco.co.uk or by writing to:

The Operations Manager
Excel Collection and Enquiry Services Ltd
52 High Street
Henley in Arden
Warwickshire
B95 5AN

We aim to provide you with a full response within 28 days but if more time is required you may have to wait longer but it will be no longer than 8 weeks.

If you are unhappy with our response

If you are not satisfied with the result, you can ask for your complaint to be referred to an independent Director for a further review. If you wish to do this please contact the Operations Manager on 0333 400 1040 or at the address quoted above.

Alternatively, you can ask for the Financial Ombudsman Service to help. You can contact the Financial Ombudsman Service at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Website: http://www.financial-ombudsman.org.uk/

Email: complaint.info@financial-ombudsman.org.uk

Telephone: 0800 023 4567 or 0300 123 9123

You need to refer any issues to the Financial Ombudsman Service within 6 months of our final response. We will send you a copy of their explanatory leaflet with our final response. Alternatively, you can view this at the following address:

www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm