Reventus treat complaints very seriously; therefore we investigate them thoroughly and promptly. This ensures the correct outcome and prevents a relatively minor complaint from becoming a serious one.
Reventus recognise our customers have the right to be treated professionally and with respect. Our training, monitoring and quality assurance processes are designed to ensure best practice at all times.
In the event that a customer is not satisfied with the level of service we have provided, we will ensure we work with them to resolve their issue in a timely and unbiased manner. The customer will be listened to and treated fairly, and making a complaint will not impact how we treat you moving forward. All complaints are considered fully, honestly and proportionately based, wherever possible, on evidence and documentation. Complaints are used as a tool to improve our service.
What is a Complaint?
An expression of dissatisfaction, however put, that requires a response. It will be about the negative impact of the standard of service, actions or inaction provided by Reventus.
What isn’t a Complaint?
Whilst we welcome all complaints, please note that there are some situations which can be dealt with as a general enquiry, which can include the below:
• Disputes surrounding the liability or amount of the original debt or order. Reventus has no role in the assessment of liability and can therefore only offer limited assistance in these instances and refer you to the creditor.
• Service issues that can be dealt with during a conversation such as setting or amending a payment plan or locating a missed payment to re-set an arrangement. These may be instances where something has gone wrong but can be fixed promptly without the need for further escalation and to prevent dissatisfaction.
Please note that a customer does not have to make a complaint themselves if they do not feel able to. If we receive authority from the customer in writing to discuss the account with a third party (either an individual or an agency), then that third party can raise a complaint on your behalf instead. We partner with various free debt advice agencies that can support you with making a complaint, and their details are located on our website: https://www.reventus.co.uk/customer-services/debt-advice/
How to make a Complaint
Complaints can be made by telephone, email, letter or any other means of communication.
However a complaint is made, the person you make the complaint to will try to resolve it there and then.
If you remain dissatisfied, the member of staff you initially made the complaint to will request you please submit a complaint in writing either via email to [email protected] or via mail to our office address: Reventus Limited, Unit 44 HEC, Pindar Road, Hoddesdon, EN11 0FJ.
What to expect from us
Acknowledgement
Upon receipt, the complaint will be registered and a written acknowledgment of receipt issued within 2 working days.
Stage 1
Where possible, we will try to resolve a complaint at the earliest opportunity. We will endeavour to resolve your complaint, in the first instance, within 5 working days. However, if we are unable to resolve the matter immediately, our acknowledgement will provide a timeframe for completion. We aim to reply within 10 working days of your complaint.
It may be that we will require some further information from you to enable us to investigate the matter. When we have completed our investigations, we will send a final written response and decision. Please note that some investigations may take longer than others. If we cannot respond to you within 10 working days, we will send you a holding letter advising when we expect your complaint to be resolved.
Stage 2
If you feel our response has not addressed your concerns, you can request a management review of the decision. We will acknowledge your request of a review within 2 working days and provide a timeframe for our process. Management will review the matter to ensure that actions taken were correct, compliance adhered to and that your concerns have been addressed. We will aim to reply within 10 working days of your review request.
Stage 3
Should you remain dissatisfied following our internal investigations, you may be able to refer your complaint to the Enforcement Conduct Board, Local Government and Social Care Ombudsman, or CIVEA. This will depend on the type of debt that your complaint relates to. Our team will tell you which options apply to you. Any complaint referred to the Local Authority complaints procedure must first have been through the above complaint and review processes.
From 1st January 2025, should you remain dissatisfied following the response provided at stage 2, you can escalate your complaint externally to the Enforcement Conduct Board for review. Please note that the above two stages must be followed before reaching out to the Enforcement Conduct Board:
Enforcement Conduct Board (ECB)
10 Queen Street Place,
London,
EC4R 1BE
Who is the Enforcement Conduct Board?
The Enforcement Conduct Board (ECB) provides independent oversight of the enforcement industry to ensure that all those subject to enforcement action in England and Wales are fairly treated.