Complaints Handling Procedure
M&M Recovery Ltd is committed to delivering professional, transparent, and fair services to all clients. If you are dissatisfied with any aspect of our service, we encourage you to notify us so we can resolve the matter promptly and fairly.
1. How to Make a Complaint
Complaints may be submitted in writing by email or post. Please include:
- • Your full name and contact details
- • Your case or reference number (if applicable)
- • A detailed explanation of your complaint
- • Copies of any relevant documents or correspondence
Complaints Department
M&M Recovery Ltd
Chichester Enterprise Centre, Terminus Road, Chichester, West Sussex, England, PO19 8FY
Email: [email protected]
2. Acknowledgement of Complaint
We aim to acknowledge all complaints within 5 working days of receipt. Your complaint will be assigned to a senior member of staff who was not directly involved in the matter being complained about.
3. Investigation Process
We will conduct a thorough and impartial investigation into your complaint. This may include:
- • Reviewing correspondence and documentation
- • Speaking with members of staff involved
- • Assessing compliance procedures and case records
- • Identifying any service failures or misunderstandings
4. Final Response
We aim to provide a final written response within 28 days. If additional time is required due to the complexity of the matter, we will keep you informed regarding the progress of the investigation and expected response timeframe.
5. Escalation Rights
If you remain dissatisfied after receiving our final response, you may have the right to refer your complaint to the appropriate regulatory authority or independent dispute resolution body.
Depending on the nature of your complaint, this may include the Solicitors Regulation Authority (SRA), the Financial Conduct Authority (FCA), or another relevant supervisory body.
6. Continuous Improvement
M&M Recovery Ltd values all client feedback and uses complaints as part of our ongoing commitment to improving our services, compliance standards, and client experience.