Complaints procedure.
The firm runs a formal complaints procedure available to engaged merchants, counterparties, regulators and any third party with standing. Complaints are reviewed at director level and answered substantively.
1. Scope
This procedure covers complaints about the firm's professional conduct, communications, recovery practice, or compliance with this website's published policies. It does not displace any contractual dispute-resolution mechanism in the Claim Assignment and Recovery Agreement, nor any right to lodge a complaint with a competent supervisory authority.
2. How to submit a complaint
Write to [email protected] with the subject line beginning [COMPLAINT]. State:
- Your name, capacity and contact details.
- The matter to which the complaint relates (matter reference, engagement period, names involved).
- A description of the conduct complained of, with dates and copies of relevant correspondence where available.
- The outcome you are seeking.
3. Acknowledgement
Complaints are acknowledged in writing within seventy-two (72) hours of receipt. The acknowledgement records the date of receipt, a unique reference, and the name of the person handling the complaint at the firm.
4. Substantive response
A substantive response is provided within fifteen (15) business days. The response sets out the firm's findings, the basis for those findings, and where the complaint is upheld in whole or in part, the action taken or proposed. Where additional time is required because of the complexity of the complaint, the firm informs the complainant of the extension within the initial window and provides a revised response date.
5. Director review
Every complaint is reviewed at director level. The Director is the sole signing officer and bears institutional responsibility for the firm's professional conduct. Where the complaint relates to the Director, an external review by counsel of record may be arranged at the complainant's request.
6. Confidentiality
Complaints are handled confidentially. The firm does not publish complaint substance, complainant identity, or the names of personnel referenced in a complaint, except where compelled by law or where publication has been agreed in writing.
7. Records
A register of complaints received, the substantive response, the date of closure, and any corrective action taken is maintained internally for institutional learning. The register is reviewed by the Director on a quarterly basis.
8. External avenues
This procedure does not limit any external avenue otherwise available to a complainant — including the Dutch Autoriteit Persoonsgegevens for data-protection complaints, the supervisory authority of the relevant Member State for regulatory matters, the courts of competent jurisdiction, and the contractually agreed forum where applicable.