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
Complaints must be submitted in writing. You can download our Customer Complaints Form to help you include all the information our team will need to investigate your complaint.
You can also request a copy of this form by calling our Call Centre on 0333 323 0333, or emailing firstname.lastname@example.org.
You can return your completed form to us via:
fax: 0844 824 3829
Phoenix Commercial Collections
FAO: Complaints Officer
Paragon Business Park
Chorley New Road
What happens next?
Upon receipt of a complaint, our office will log and acknowledge your complaint within two working days, prior to commencing an investigation. We will endeavour to respond to 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.