At Phoenix, it is our aim to provide exceptional levels of customer care and service, however on occasion we may sometimes get things wrong. We view a complaint as an opportunity to learn and improve for the future, as well as a chance to put things right.
We treat complaints very seriously and by informing of where you believe that we have fallen short of expectations, you can help us to put things right and ensure that a suitable and appropriate resolution is found.
How to lodge your complaint
We ask that you submit your complaint in writing. To help you include all the information our team will need to investigate your complaint, you can use our Customer Complaint Form (click here to download).
You can also register your complaint by calling our Contact Centre on 0333 323 0333, or emailing firstname.lastname@example.org.
Written complaint letters, or completed Customer Complaint Forms, can be sent via:
0844 824 3829
Phoenix Commercial Collections
FAO: Complaints Officer
Paragon Business Park
Chorley New Road
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 five 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.