MAKING A COMPLAINT?
We aim to provide exceptional levels of customer care and service. If we fail to meet your expectations or you believe a member of our team has not acted professionally, please let us know.
We view a complaint as an opportunity to learn and improve for the future, as well as a chance to put things right.
HOW TO LODGE YOUR COMPLAINT
We ask that you send your complaint in writing. To help you include all the information our team will need to investigate your complaint, you can use our Customer Complaints Pack (click here to download).
You can also register your complaint by calling our Contact Centre on 0333 1070 023, or emailing customercare@cdergroup.co.uk.
Written complaint letters, or completed Customer Complaint Forms, should be sent to:
CDER Group Customer Care
Floor 9, Peninsular House,
30-36 Monument Street,
London,
EC3R 8LJ
WHAT HAPPENS NEXT?
When we receive your complaint our Customer Care team will record the details of the complaint and send you an acknowledgement within 2 working days, before commencing their investigation. We will try to resolve your complaint within 10 working days of receipt. However, if we need to conduct more thorough investigations we will notify you by letter or by telephone explaining the reasons for the delay, and when you should receive a response.
If you need some independent advice or assistance with your complaint, please click here for information about where to get help.
WHAT IF I AM NOT SATISFIED?
If you are not happy with the outcome of your complaint, or you feel that it has not properly addressed your concerns, you can request a management review of the complaint. A CDER Group Director will review your initial complaint and our response to ensure that it has been thoroughly investigated and each point has been accurately addressed. They will decide whether they need to re-investigate the complaint themselves and provide a final response. They will ask you why you disagree with the outcome, and for any additional information that might help us.
If you still aren’t happy with the outcome following this review, you can ask for your complaint to be referred to CDER’s Independent Advisory Group, or for Local Authority debts, to the Local Government and Social Care Ombudsman (LGSCO).
Members of our IAG are not employed by CDER Group. They are an independent panel who review all aspects of our operations, including fair treatment of customers.
You can ask us to refer your complaint to the IAG for a review of our earlier decisions. The IAG will provide their written response and decision to you within 20 working days of the complaint being referred to them.
If you are not satisfied with the outcome of the review of the IAG, you still have the right to escalate the matter to the LGSCO, though they will ask you to follow our complaints process as a first step. You can find more information on the LGSCO complaints process here.
