Complaints Procedure

1. Purpose

Credvanta Recovery Group (“Credvanta”) is committed to handling complaints professionally, fairly, consistently, and within a reasonable timeframe.

This procedure explains how complaints can be made, investigated, escalated, and resolved.

Credvanta aims to resolve complaints constructively wherever possible while maintaining fair and lawful recovery activity.

2. Who Can Make a Complaint?

Complaints may be made by:

• Clients;
• Debtors;
• Third parties acting with appropriate authority;
• Professional representatives acting on behalf of another party.

Where a third party submits a complaint on behalf of another individual or business, Credvanta may request evidence of authority before discussing account-specific information.

3. How to Make a Complaint

Complaints must be submitted by email to: Complaints@Credvanta.co.uk

To assist with investigation, complaints should include:

1. Full name;
2. Business name (where applicable);
3. Reference number or account reference;
4. Details of the complaint;
5. Copies of any supporting evidence or correspondence.

Credvanta reserves the right to request additional information where reasonably required to investigate a complaint.

4. Types of Complaints Covered

Complaints may relate to matters including:

• Staff conduct;
• Telephone, email, SMS, or written communications;
• Allegations of harassment or inappropriate conduct;
• Incorrect balances or recovery information;
• Data protection or privacy concerns;
• Field visit activity;
• Vulnerability concerns;
• Disputed debts;
• Website or privacy-related issues;
• Administrative errors;
• Payment allocation or reconciliation;
• Client Money Account administration;
• Settlement or remittance of recovered monies;
• Credit Notes or VAT Invoices issued following reconciliation;
• Deductions for commissions, fees, disbursements or other contractual charges;
• Referral of matters to Credvanta’s trusted independent partner law firms;
• Service quality concerns.

This list is not exhaustive.

5. Acknowledgement of Complaints

Credvanta aims to acknowledge complaints within 3 business days of receipt.

Acknowledgement of a complaint does not constitute acceptance of liability or wrongdoing.

6. Investigation Process

Complaints will initially be reviewed by a Complaints Officer.

Credvanta may:

• Review call recordings, emails, letters, SMS messages and internal notes;
• Review Client Money Account reconciliation records;
• Review payment processor and banking records;
• Review Credit Notes, VAT Invoices and settlement records;
• Review account documentation supplied by the Client;
• Review records held by trusted independent partner law firms where relevant;
• Request additional information or evidence; and
• Contact relevant parties where reasonably necessary.

Credvanta aims to provide a full written response within 14 calendar days of receiving the complaint.

Where additional time is reasonably required due to complexity, ongoing investigations, third-party involvement, or exceptional circumstances, Credvanta will notify the complainant.

7. Recovery Activity During a Complaint

Where appropriate, recovery activity relating to the complaint may be temporarily paused while investigations are ongoing.

Existing payment arrangements may continue during the complaint process where all parties agree.

Where a complaint relates to payment allocation, reconciliation or settlement, Credvanta may temporarily withhold the disputed element of any payment or settlement until the complaint has been investigated where reasonably necessary to protect the interests of the Client, Debtor or Credvanta.

Credvanta reserves the right to continue reasonable operational or compliance-related activity where necessary.

8. Vulnerable Persons & Sensitive Circumstances

Complaints involving vulnerability concerns may be prioritised for review.

Credvanta may take additional care where vulnerability or sensitive circumstances are identified, including:

• Serious illness;
• Mental or physical health conditions;
• Bereavement;
• Financial hardship;
• Disability;
• Language or communication difficulties;
• Other significant personal circumstances.

Where appropriate, Credvanta may:

• Adjust communication methods;
• Allow additional response time;
• Temporarily pause activity;
• Request supporting information;
• Encourage independent advice.

Credvanta does not provide regulated debt advice, financial counselling, or legal advice.

9. Outcomes

Following investigation, Credvanta may, at its sole discretion:

• Reject the complaint;
• Uphold the complaint in whole or in part;
• Provide clarification or explanation;
• Correct account information;
• Correct reconciliation records;
• Reissue a Credit Note, VAT Invoice or Reconciliation Statement where appropriate;
• Correct payment allocation or settlement records;
• Amend internal processes;
• Issue an apology;
• Offer a goodwill gesture;
• Offer a refund or fee waiver;
• Take corrective action where appropriate.

Any goodwill gesture, refund, compensation, fee waiver, or corrective action is entirely discretionary and does not constitute admission of liability.

10. Appeals Process

If the complainant is dissatisfied with the outcome, they may submit an appeal within 28 calendar days of Credvanta’s final response.

Appeals must be submitted in writing to: Complaints@Credvanta.co.uk with the subject Complaint Appeal.

Appeals will be escalated to Senior Management for further review.

Where appropriate, the final review may be conducted personally by Keiran Harvey.

Credvanta aims to provide an appeal response within 14 calendar days of receiving the appeal.

The appeal decision shall constitute Credvanta’s final internal response.

11. External Options

As Credvanta undertakes unregulated commercial business-to-business debt recovery activities only and does not undertake any regulated activity, complaints are not subject to review by the Financial Ombudsman Service.

Complainants may:

• Seek independent legal advice;
• Refer data protection complaints to the Information Commissioner’s Office (ICO);
• Report criminal or regulatory matters to relevant authorities where appropriate.

12. Unreasonable or Abusive Complaints

Credvanta reserves the right to limit or cease engagement where complaints are:

• Vexatious;
• Abusive;
• Threatening;
• Repetitive without new evidence;
• Intended solely to disrupt legitimate recovery activity.

Credvanta will continue to comply with legal and regulatory obligations at all times.

13. Complaint Records

Credvanta maintains records of complaints received, investigations undertaken, correspondence, and outcomes.

Complaint records, together with any supporting correspondence, payment records, reconciliation records, Credit Notes, VAT Invoices and investigation material, may be retained for a minimum period of six (6) years, or longer where reasonably necessary for legal proceedings, regulatory enquiries, insurance purposes, fraud prevention, enforcement action or other legitimate business purposes.

14. Continuous Improvement

Credvanta uses complaints as an opportunity to improve its services, systems, procedures and staff training.

Complaint trends may be reviewed periodically to identify recurring issues and implement appropriate corrective action where reasonably necessary.

Any operational improvements implemented following a complaint shall not constitute an admission of liability.

Disclaimer

Credvanta Recovery Group Limited (“Credvanta”) is a company incorporated and registered in England and Wales under company number 17251971, with its registered office at 5 Canon Court, Institute Street, Bolton, BL1 1PZ, England.

For all operational, trading and correspondence purposes, Credvanta conducts business from:

Credvanta Recovery Group Limited
Suite 2/3
48 West George Street
Glasgow
G2 1BP

References in this Procedure to “Credvanta”, “we”, “us” or “our” mean Credvanta Recovery Group Limited.