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COMPLAINTS POLICY

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 TO CONTACT US AND MAKE A COMPLAINT

You can get in touch using any of the following:

01526 269110

07824 594055

complaints@lincsprocess.co.uk

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.

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.

REGULATION

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.