COMPLAINTS POLICY

TRACE Enforcement Group (“TRACE” encompassing both TRACE Debt Recovery UK Limited and TRACE Enforcement Services Limited) aim to execute our services to the highest possible standard and we take complaints received from anyone affected by the services we provide, seriously.

If you are unhappy with the way our services have been delivered, please contact us in writing by using our web-based contact us form, by email to [email protected] or by sending it to:

  • TRACE Enforcement Group
    Barratt House, Suite S2
    Kingsthorpe Road
    Northampton
    NN2 6EZ

You may also complain verbally on the telephone by contacting our call centre – we prefer complaints received in writing so that we can investigate all points made and provide comprehensive answers.

So that we can handle your complaint efficiently please include the following information:

  • Your full name and address
  • Email and contact telephone number
  • The TRACE Enforcement Group refence number
  • The time and date the incident occurred
  • The details of your complaint
  • Any other relevant information

Once you submit your complaint, we will acknowledge it, in writing, within 3 working days.

Your complaint will be handled by our Complaints Handler. A record will be made of your complaint we will ask for all relevant information pertaining your case, which could include a report from the High Court Enforcement Agent, Recovery Agent or any other member of staff concerned. Once all relevant reports are received our Complaint handler will decide whether your complaint appears to be justified. You will be told of the decision and receive a full response, by post, within 10 days of receipt of your complaint.

If we need more information from you, we will contact you. Please note that making a complaint will not always stop enforcement action or have any effect on your liability for the debt or fees which may have been incurred.

If you are unhappy with your response, you may escalate your complaint to our Compliance Manager, who will review all of the evidence, inclusive of the response from our Complaints Handling Team. You will be provided with a written response within 10 days.

 

If you are not satisfied…

If you are not satisfied with the outcome of your complaint, you may escalate your complaint to our Compliance Manager, who will review all the evidence, inclusive of the response from our Complaints Handling Team. You will be provided with a written response within 10 days.

Please note that making a complaint will not always stop enforcement action or have any effect on your liability for the debt or fees which may have been incurred.

You may also escalate your complaint to one of the below bodies:

For Debt Recovery complaints:

  • Credit Services Association (CSA)
  • British Parking Association (BPA)
  • International Parking Community (IPC)

For Enforcement based complaints:

  • Local Government & Social Care Ombudsman (LGO)
  • Civil Enforcement Association (CIVEA)