INTRODUCTION
At Walker Love our culture, work ethic, processes and controls are designed to provide the very highest standard of services and customer care, however, we recognise and accept that from time-to-time our conduct and service delivery may fail to meet our clients’ and their customer’s expectation. In respect of both our official citation and diligence duties, and also in relation to our highly ethical debt collection and investigation services on behalf of all our client groups; such as, local authority, local government, financial services.
DEFINITION OF A COMPLAINT
Any oral or written complaint is defined where a customer expresses dissatisfaction about the standard of service received, failure to provide a service, or the action or lack of action taken by the organisation, department or staff.
HOW TO MAKE A COMPLAINT
You can contact by sending an email to complaints@walkerlove.com, or write to the Complaints Manager at the address detailed below.
COMPLAINT PROCESS
This complaints process applies to any complaint received, details are logged in the complaints register.
Where the complaint is resolved within 3 business days, we will send you a ‘summary resolution communication’, advising that we consider the complaint to be resolved.
Where the complaint is not resolved within 3 business days, we will send you a written acknowledgement, within 5 business days, referring to the Complaints Manager to investigate the complaint accordingly.
Where the complaint requires extensive investigation we will issue a “summary update letter” at 4 weeks.
We aim to resolve all complaints within 8 weeks, following the investigation you will receive a final response letter or email, advising you whether we consider the complaint to be upheld.
Our letters will inform you of your right should you wish to take the complaint to the relevant Professional Association, Industry Body or Regulator.
RIGHT TO APPEAL
Should you remain dissatisfied, dependant on the circumstances, an appeal may be made to, the Managing Partner at Walker Love, Client, Regulatory or Professional body.
WHERE TO MAKE A COMPLAINT
Written complaints may be sent to:
The Complaints Manager
Walker Love
16 Royal Exchange Square
Glasgow G1 3AB
Or contact us by or emailing us at complaints@walkerlove.com
Appeals to Walker Love:
The Managing Partner
Walker Love
16 Royal Exchange Square
Glasgow
G1 3AB
Consumer credit organisations
Credit Services Association
2 Esh Plaza
Sir Bobby Robson Way, Great Park
Newcastle upon Tyne, NE13 9BA
E-mail: info@csa-uk.com
Website:
www.csa-uk.com
Complaints relating to the conduct of a Sheriff Officer
If a complaint related to the conduct of a Sheriff Officer, but the response is not satisfactory, the matter can be escalated to:
The Society of Messengers At Arms and Sheriff Officers
The Administrative Secretary
Forth House
28 Rutland Square
Edinburgh
EH1 2BW
E-mail complaint to admin@smaso.ednet.co.uk
COMPLAINT REFERRALS
Complaints about our clients
If the complaint is in regard to our client, we will acknowledge and send this to the client to manage and respond to the complainant directly.