who this policy applies to
This policy applies solely to clients of Lincs Process Servers from whom we receive instructions.
It does not apply to persons or companies that we are instructed to effect service upon.
our approach to complaints
As our business is predicated on keeping things simple complaints rarely (never so far!) happen. But it’s wise to make sure that we are prepared for situations when a complaint does arise.
We try to provide you with the best service we can, so if things go wrong we want to hear from you and we will do all we can to put them right.
If, after we have looked into your complaint we find that we have made an error, we won’t quibble. That will just make things worse.
Our approach is to put things right immediately and will make sure that you have not lost out as a result of our error.
We will also tell you clearly what we have done to correct the problem.
how we deal with complaints
We will usually be able to give you an immediate answer but if we haven’t resolved the matter by the end of the working day that you contact us, we will let you know when we expect to resolve the issue and what further steps we need to take to resolve the complaint.
In the unlikely event that we have not been able to fully address the issue within 3 working days, we will explain the reason and tell you what we are doing about your complaint.
We expect to be in a position to provide a full response to complaints received within 8 weeks of receipt. This will be the case where the complaint is of a technical nature or requires the assistance of third parties in resolving it.
Where a complaint is made and, in our absolute opinion, providing a response or resolution may materially affect a clients’ position in a negative way, we will not provide a response until we receive authority from the affected client to do so. This may result in no response or resolution being provided.
In cases where a final response is issued, this will either be in writing or over the telephone.
As an industry we are not subject to a central regulatory agency. There are a number of trade bodies which set out codes of conduct but nothing which applies specifically to process servers.
The Financial Conduct Authority (‘the FCA’) considered whether process serving, as an activity, should be subject to regulation. This was largely borne of the close relationship between the service of documents relating to consumer credit debts and the debt collection activities of those instructing the process server.
They decided, and confirmed this decision in an open letter to the Credit Services Association on 2 June 2014, that ‘pure process serving’ in England and Wales is not an activity which requires regulation.
As Lincs Process Servers don’t engage in debt counselling or debt collection, we have decided not to make an application to the FCA for permissions in this area.
Lincs Process Servers welcome regulation of the industry, as, in our view, such a move can only improve standards generally.
contacting us about this complaints policy
You can get in touch using any of the following: