1. Our Commitment

At TBSM Collections+, we are committed to delivering a professional, transparent and commercially focused service.

We understand that effective communication, fairness and accountability are essential when dealing with sensitive matters involving unpaid invoices and recovery activity.

Although we aim to provide a high standard of service at all times, we recognise that concerns may occasionally arise.

We take complaints seriously and use feedback as an opportunity to review our service, improve our processes and maintain high professional standards.

2. Who Can Make a Complaint?

A complaint may be made by a client who has instructed TBSM Collections+, a prospective client, a debtor or individual contacted during recovery activity, a representative acting on behalf of an individual or organisation, or any other person who believes they have been affected by our service.

Where someone is making a complaint on behalf of another person or organisation, we may require confirmation that they have authority to act.

3. What Is a Complaint?

A complaint is an expression of dissatisfaction regarding the service provided by TBSM Collections+, the handling of a recovery matter, communication or response times, the conduct of our staff or representatives, the fairness or professionalism of our approach, the handling of personal information or any failure to follow our procedures.

A complaint is not normally a request for an update on an active matter, a dispute between a creditor and debtor regarding whether money is owed, a disagreement about the underlying contract or invoice or a request for further information.

Where a concern does not fall within this procedure, we will explain the appropriate route for addressing it.

4. How to Make a Complaint

Complaints should be submitted in writing where possible. Please see the Contact Us page on our website for the different ways you may contact us.

Please include your full name, contact details, relevant reference number if applicable, details of your complaint, dates of relevant events, copies of any supporting documents or correspondence and the outcome you would like us to consider.

Providing detailed information will help us investigate your complaint efficiently.

5. Acknowledgement of Your Complaint

We will acknowledge your complaint within 5 working days of receipt.

Our acknowledgement will confirm that your complaint has been received, the person responsible for reviewing it, any further information required and the expected timeframe for our response.

6. Investigation Process

Complaints will be investigated fairly, objectively and confidentially.

The investigation may include reviewing relevant case records, reviewing correspondence and communication history, considering documents provided, speaking with relevant individuals, reviewing internal procedures and assessing whether appropriate processes were followed.

Where appropriate, complaints will be reviewed by someone who was not directly responsible for the matter being complained about.

7. Response Timescales

We aim to provide a full written response within 28 working days of receiving a complaint.

Our response will explain the outcome of our investigation, the reasons for our decision, any action taken and any improvements identified.

If a complaint is complex and we require additional time, we will explain the reason for the delay, provide an updated expected response date and keep you informed of progress.

8. Outcome of Your Complaint

Following our investigation, we may confirm that appropriate procedures were followed, apologise where service standards were not met, provide an explanation, take corrective action, review or improve internal procedures or provide further information where appropriate.

Making a complaint will not negatively affect the way we deal with you or any future communication.

9. Further Review and Escalation

If you remain dissatisfied with our response, you may request a further internal review.

Your request should explain why you remain dissatisfied, any additional information you wish us to consider and any specific concerns regarding our response.

A senior representative of TBSM Collections+ will review the complaint where appropriate.

10. Complaints Regarding Personal Data

Where a complaint relates to the processing of personal information, we will handle the matter in accordance with our Privacy Policy & Data Protection Notice.

This may include reviewing how information was obtained, how information was used, whether appropriate safeguards were applied and whether your data protection rights have been respected.

You also have the right to raise concerns with the Information Commissioner’s Office (ICO).

11. Debt-Related Complaints and Disputes

Where a complaint relates to the underlying debt, including whether an amount is owed, the validity of an invoice, contractual disagreements or the quality of goods or services provided, the matter may need to be addressed between the relevant parties.

Where appropriate, TBSM Collections+ may review information provided, record the dispute, adjust recovery activity or discuss appropriate next steps with the client.

12. Confidentiality and Data Protection

All complaints will be handled confidentially.

Information will only be shared with individuals who need access for the purpose of investigating and resolving the complaint.

Complaint records will be maintained securely and retained for an appropriate period in accordance with our legal and business obligations.

13. Conflicts of Interest

If a complaint identifies a potential conflict of interest, we will assess the circumstances and take appropriate steps to ensure the complaint is handled fairly and independently.

14. Continuous Improvement

We regularly review complaints to identify recurring issues, opportunities for improvement, training requirements and process enhancements.

Our aim is not only to resolve individual complaints but also to improve the quality and consistency of our service.

15. Changes to This Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, business improvements and legal or regulatory developments.

The latest version will be available on our website.

16. Contact Details

See the Contact Us page of the website for the different ways to get in touch with us.