Complaints Procedure
Our Commitment
We are committed to providing a professional, fair, and transparent service to all customers. We aim to maintain high standards in everything we do and believe that listening to feedback is an important part of improving our services.
We recognise that concerns and complaints provide valuable opportunities to review our processes, identify areas for improvement, and ensure that any mistakes are addressed promptly and appropriately. This Complaints Procedure explains how we manage complaints to ensure they are handled fairly, consistently, and objectively, with the aim of reaching a satisfactory resolution wherever possible.
Who Can Make a Complaint?
We accept complaints from customers of our clients where the complaint relates to the debt recovery services we provide on behalf of those clients.
What Is a Complaint?
A complaint is an expression of dissatisfaction, whether made verbally or in writing, regarding the service we have provided or the way an individual has been treated by us.
A complaint may relate to concerns that have resulted in financial loss, distress, inconvenience, or another negative impact.
How to Make a Complaint
You can submit a complaint by:
- Email :
- Telephone: 0203 740 888
- Letter address to: PLUG Solicitors , 246-250 Romford Road, Stratford, London, E7 9HZ
- Speaking directly with a member of our team
How We Handle Complaints
We aim to acknowledge complaints within 24 hours to 3 working days of receipt, except where:
- The matter has already been resolved immediately; or
- You have specifically requested that we do not contact you.
All complaints are investigated carefully, professionally, and impartially. Our investigation may include:
- Reviewing relevant information, records, and systems.
- Gathering additional details where required.
- Speaking with relevant individuals involved in the matter.
- Reviewing the actions taken and the service provided.
Where appropriate, we may contact you during our investigation to discuss your concerns or request further information. We will keep you updated on the progress of your complaint and provide a clear explanation of our findings, including any corrective action we intend to take.
Where a complaint is resolved within three working days, we will provide verbal confirmation where appropriate, followed by written confirmation of the outcome.
We aim to provide a final written response within eight weeks of receiving your complaint. If we are unable to meet this timeframe, we will contact you to explain the reason for the delay and confirm when you can expect a final response.
Referring Complaints to Another Party
There may be occasions where we are unable to investigate a complaint because the issue relates to a matter outside our control or concerns the actions of another organisation, such as our client.
We cannot investigate complaints relating to services provided directly by our clients. Where appropriate, we will refer your complaint to the relevant organisation, who will respond in accordance with their own complaints procedure.
If we believe another party is wholly or partly responsible for the issue raised, we will refer the complaint to them promptly in writing. We will explain:
- Why the complaint has been referred.
- The reason the other party is responsible for responding.
- Their relevant contact details.
When We Consider a Complaint Closed
A complaint will be considered closed when:
- We have issued our final written response.
- You have accepted our response or proposed resolution.
- A relevant regulator confirms that the complaint has been closed.
Our Charges
There is no charge for making or investigating a complaint.
Concerns About Our Conduct
The Legal Ombudsman does not usually investigate service complaints about us where we are acting as a debt recovery provider rather than your legal service provider.
However, if you have concerns about our professional conduct, including issues such as dishonesty, misuse of funds, or unfair treatment, you may be able to raise your concerns with the Solicitors Regulation Authority (SRA).
Further information is available on the SRA website.
Concerns About Our Client's Conduct
If your complaint relates to the behaviour, service, or actions of one of our clients, you should raise your concerns directly with that organisation first.
In most cases, regulators will expect the relevant organisation to have been given the opportunity to investigate and resolve the complaint before they become involved.
Depending on the sector, you may be able to contact the appropriate regulator or complaints body:
| Sector | Regulator / Organisation | Complaints Information |
|---|---|---|
| Water Industry | Ofwat / Consumer Council for Water | Consumer complaints guidance available through CCW |
| Energy | Ofgem / Energy Ombudsman | Energy complaint support available through the Energy Ombudsman |
| Financial Services | Financial Conduct Authority / Financial Ombudsman Service | Financial complaint guidance available through the Financial Ombudsman Service |
We are committed to handling all complaints fairly, openly, and professionally, and we use feedback to continuously improve the services we provide.
Any disputes relating to these terms or your use of this website will be subject to the exclusive jurisdiction of the courts of England and Wales.