Compliance and Complaints Procedure & Processes

Clear Castle Limited aims to achieve the highest possible standards in how we operate and deal with customers especially those we contact regarding collecting money. However sometimes things do go wrong.

Below is our internal complaints procedure, it sets out clearly how to raise concerns and complaints, how Clear Castle will deal with them and what you can do if you are still unhappy.

If you require any more information regarding this, you can contact our Customer Services team on telephone number 0345 646 0186.

What is a complaint?

If you are unhappy with any aspect of our service, regardless of reason, then this is a complaint and will be dealt with under this procedure.

How can a complaint be made?

You can make a complaint in several ways;

By telephone simply call 0345 646 0186

By letter addressed to our Complaints Manager at:

Clear Castle Limited T/A Waters & Gate
The Town Mission
Lower Rudyerd Street
North Shields
Tyne & Wear
NE29 6NG

By email to support@watersandgate.com

What information do I need to provide?

The more information you provide, the quicker we can respond. Your complaint should be directed to our Customer Services Manager and will always be investigated by someone independent of the original problem.

You communication to us should contain the following;

  • You name and address along with contact details
  • The reason you are complaining
  • If appropriate, the person you are complaining about and what it is you consider they did wrong
  • How you have been affected
  • Any suggestions you have as to how the issue could be resolved

Your complaint will still be fully considered even if all of the above information is not included.

What Happens Next?

Within five working days (not including weekends) of receiving you complaint we will send you;

  • Written confirmation that we have received your complaint, along with the contact details of the person who will be dealing your complaint.
  • Case Number, which should be quoted on all complaint correspondence
  • A Copy of our complaints procedure
  • An estimation of how long we expect it will take to resolve your complaint.
  • If we need more information to help deal with your complaint, we will request it.
  • If however that information isn’t available or provided we will still investigate your complaint based on the information provided.

The Next Step

Clear Castle Limited aims to complete the investigation within 4 weeks from receiving your complaint.

If however we are unable to meet this objective, we will write to you to let you know that we are still investigating and when we expect to conclude the investigation.

If we still haven’t be able to conclude our investigation within 8 weeks of receiving it we will again write to you explaining how long we expect the complaint to take, why we need more time and detail what steps you can take if you are unhappy with the further delay.

Our Response

Once we have completed our investigation of your complaint we will write to you detailing the following;

  • The conclusion
  • If your complaint is upheld, how we intend to rectify the original complaint.
  • If your complaint is not upheld, our reasons for coming to this decision
  • Your rights of appeal
  • Details of what steps you can take to pursue the complaint (including your rights to refer the matter to The Financial Ombudsman Service)

Your Response

It’s essential that if you accept our response you confirm this in writing (A form and prepaid envelope will be provided)

If we do not hear from you within 8 weeks, we will assume you accept our findings and close the complaint.

However it’s important to note that if we offer remedy or a proposal to deal with the complaint, you need to contact us to confirm acceptance otherwise after 8 weeks these will be withdrawn.

If however you are unhappy with our response and wish to pursue the complaint you can appeal against the decision.

You need to write to our Customer Services Team at 029 2126 2130 within 8 weeks confirming that you wish to appeal against the outcome explaining why you are dissatisfied

Appeal

You have 8 weeks from receiving our response in which to appeal.

When we receive your appeal, it will be re-considered by a different person who will review the decision made.

After the appeal has been considered we will again write to you within 2 weeks of receiving your request to appeal.

The final response will be a letter advising you:-

  • That we reviewed your appeal.
  • Our conclusion following the outcome of the review
  • If your complaint is upheld, how we intend to rectify the situation
  • If your complaint is not upheld, our reasons for coming to this decision
  • Details of what steps you can take to pursue the complaint (including your rights to refer the matter to The Financial Ombudsman Service)

Still Unhappy?

The final response marks the end of our formal complaints procedure unless your case is covered by the FOS (Financial Ombudsman Service)

You can ask advice from us or from the Financial Ombudsman Service to find out if you are covered. In such cases you have the right to refer the matter to the Financial Ombudsman Service and information explaining the procedure and time scales involved will be sent to you with our final response.