PFR Complaints Procedure

PFR are Regulated by The Ministry of Justice (authorisation number CRM4686) and as such we comply with all regulated complaints procedures.

PhoenixFR.co.uk endeavour to process all clients Unfair Bank Charge claims within a reasonable time and the company is committed to extremely high levels of customer services.
If you wish to make a complaint please read the following complaints procedure as laid out below.

All complaints should be addressed to Phoenix Financial Recovery.
                                                       Constitutional House
                                                       5a Stanley Road
                                                       Teddington
                                                       Middlesex, TW11 8TP
                                                       Tel 0208 943 5190

Complaints handling procedure.

  1. Complaints may be made in writing, via e mail or by telephone in respect of any claims management service that we have provided and that is regulated under The Compensation Act 2006.
  2. We reserve the right to decline a complaint that is made more than six months after you became aware of the cause for complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time that we are prepared to consider.
  3. We will send you a written or electronic acknowledgement of a complaint within 5 working days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.
  4. Either party may end the contract within 14 days from the date of signing the mandate or Authority to deal forms and this period is called a cooling off period.
  5. Should the client wish to withdraw instructions prior to settling the claim the client agrees to pay Phoenix Financial Recovery for all the work done up to the point of withdrawing instructions at the rate of £100 per hour and £10 per telephone call made or received as well as any court or solicitors fees incurred on the clients behalf.

Within 4 Weeks of receiving a complaint, we will send you either:

    1. a final response which adequately addresses the complaint; or
    2. a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

Within 8 Weeks of receiving a complaint we will send you either:

  1. a final response which adequately addresses the compliant; or
  2. a response which;
    1. explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating how we expert to be able to provide a final response; and
    2. Informs you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.

Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:
            Claims Management Regulator
            PO Box. 7824
            Burton on Trent
            Staffordshire
            DE14 9DP
            info@claimsregulation.gov.uk
            Tel: 0845 4506858

The regulator can review the handling of the complaint and can give a direction on further handling of the complaint. However, he cannot determine a complaint or award compensation.

Phoenix Financial Recovery, Constitutional House, 5a Stanley Road, Teddington TW11 8TP England
T: 020 8943 1590    F: 020 8973 0631    E: enquiries@phoenixfr.co.uk
Phoenix Investments (UK) Ltd Reg No. 2663170 / Authorisation Number CRM 4686
Complaints Procedure - Regulated by the Ministry of Justice in respect of regulated claims management activities