Previous complaints procedure

Incidents before 1st January 2025

The company believes that complaints are a valuable means of evaluating the quality of staff and services and will treat all complaints, whether from clients, their customers or third-party members of the public, as a matter of priority.

A complaint is any comment or query in respect of the quality of service provided by Excel. This can be summarised as follows:

• Doing something the wrong way
• Doing something that should not have been done
• Failing to do something that should have been done

The company’s management is committed to continuous improvement of the complaint handling process to ensure a transparent and even-handed approach in receiving, investigating and resolving complaints to enhance customer satisfaction.

The company’s complaints policy and procedures for dealing with complaints is compliant with the international quality management standard for Customer Satisfaction (ISO 10002:2014) and aligns with the company’s (ISO 9001:2015) quality objectives.

By thoroughly investigating complaints, the company may identify areas of failure within its procedures and workforce and, in addressing such matters, will ensure the provision of its services meets the highest possible standards. The company will:

• Provide an unbiased, consistent and responsive complaints procedure which is easy to use and accessible to anyone wishing to make a complaint
• Ensure members of the public are aware of the complaints procedure and know how to contact us to make a complaint
• Ensure all staff members are aware of the complaints policy and procedure and understand and comply with their responsibilities when a complaint is received
• Investigate complaints fairly, objectively and without delay
• Resolve, wherever possible, any issues arising from a complaint to the satisfaction of those concerned
• Review and analyse complaints on a regular basis to ensure continuous improvement to the delivery of our services
• Take appropriate action to address any non-conformities to prevent recurrence

How to complain

In writing

Excel Civil Enforcement
Marine House
2 Marine Road
Colwyn Bay
LL29 8PH

Online

Visit our contact page and select “Complaints” from the drop down menu.

By email

Send your email to complaints@excelenforcement.co.uk

By phone

Call us on 0330 0564113 or 01492 531345

Procedure

We will acknowledge your complaint in writing within two working days and issue a full response within 10 working days. In certain circumstances, which may require longer to investigate, we will advise and update you accordingly.

Investigating the complaint

Where a complaint is about the actions of a member of staff, we will obtain a written statement from them and review all available video footage and/or telephone recordings.

In respect of a complaint about policy, process or procedure we will review this in line with legislative requirements, best practice and applicable codes of conduct.

We may ask you to provide further information regarding the concerns you have raised.

Complaint stages and escalation

Stage 1

The complaint will be assigned to a member of management to investigate and respond to you within 10 working days with details of the investigation and outcome and advice on what to do if you are not satisfied.

Stage 2

If you are not satisfied with the conclusion, another more senior member of management may conduct a review of the investigation and findings. Where the original complaint alleges a very serious issue, it will automatically escalate to Stage 2.

Stage 3

Should you reject the company’s findings, you may refer the matter to the Civil Enforcement Association (CIVEA) for independent adjudication in respect of cases issued by Welsh local authorities and/or directly to the Public Services Ombudsman for Wales.

For cases issued by English local authorities, you may complain to the Local Government and Social Care Ombudsman.

You may, of course, at any time, refer the matter to the local authority or the creditor who instructed Excel.

Advice

If you require further independent advice on submitting a complaint or general assistance with debt matters, you may wish to contact:

Citizens Advice or by phone on 0800 240 4420

Adviceuk

National Debtline or by phone on 0808 808 4000

Money Advice Service or by phone on 0300 500 5000

GOV.UK