Complaints handling

Hilton-Baird Collection Services prides itself on delivering an exceptional service to its clients at all times and takes its responsibility as a commercial debt collection agency, and trusted provider of outsourced services, very seriously.

As a member of the Credit Services Association (CSA) and authorised by the Financial Conduct Authority (FCA), our complaints handling process follows the guidelines and rules from the CSA, Financial Ombudsman Service and FCA accordingly.

Formal complaints about any aspect of our service can be made by a range of methods, including telephone, post, e-mail, website, fax and face-to-face.

On all occasions, the complaint will be handled as soon as practically possible, typically within five working days, with all complaints recorded and escalated to management immediately.

Following receipt of any complaint, customers will be updated on an ad-hoc basis as and when required, at least weekly, until a satisfactory resolution is reached.

Make a complaint

Complaints can also be made directly to the CSA.

Customers may have the right to refer a complaint to the Financial Ombudsman Service if they are not happy with the final response, or 8 weeks has passed since the customer initially raised their complaint.

Contact details for the Financial Ombudsman Service are:

Setting high standards

In order to maintain our high standards and avoid the need for a client to make a complaint, Hilton-Baird performs regular quality assurance and supervision through day-to-day monitoring of activity. In addition, senior management regularly review employees’ individual calls in order to provide feedback.

All our employees also receive training in the principles of the CSA Code of Conduct, as well as our own internal Complaints Policy, which:

All complaints are reviewed quarterly for compliance with the Hilton-Baird Group complaints handling process.