Help & Complaints

Financial Difficulties

There are many organisations in the UK which can offer advice if you are in financial difficulties. For free, confidential advice you can contact one of the following organisations:

Where can i find help?

There are a number of debt management agencies that will offer you advice and support for a fee. However there are also a number of free charitable services available to everyone, such as Stepchange who are contactable on 0800 138 1111

I am dealing with a DMA/StepChange, what do I need to do?

Please let us know as soon as possible so we can update our records.

I am currently going through bankruptcy/debt relief order, what do I need to do?

Please let us know by emailing the details, including the reference numbers, to [email protected] with your LDR case reference number in the subject field.

I’m making a regular repayment to you but I’m struggling to make the next payment?

Please contact us – We will at all times deal with you in a fair, responsible and amicable manner and work with you to resolve any outstanding account matter with our client. If your circumstances have changed, or if you are struggling, we can work with you in an effort to restructure your arrangement.

General Help

Why have you contact me?

One of our clients will have instructed or asked us to make contact with you concerning an account related matter. This could simply be that you have moved address and possibly overlooked an outstanding account with our client. On some occasions, you might say it’s for an account you weren’t aware of – that’s fine, we’re here to help. We can explain how the balance has arisen and the specific circumstances leading to the contact with yourself. We offer a variety of contact methods and encourage you to get in touch so we can resolve things quickly, fairly and amicably.

I do not owe this debt. What can I do?

If you do not owe the debt then we will just need to verify a couple of details with you. Once verified, we will be able to amend our records and report back to our client. We will of course suspend action and not contact you again as soon as you confirm the details required to eliminate you from any responsibility. We offer a variety of contact methods and encourage you to get in touch so we can resolve things quickly, fairly and amicably.

I’d rather not speak to someone on the phone.

We accept that not everyone likes to discuss account related matters by phone. Once we’ve verified your identity, we are happy for you to communicate with us by one of our other channels. We offer a variety of contact methods and encourage you to get in touch so we can resolve things quickly, fairly and amicably.

I believe the balance on my account is wrong.

If you believe the balance to be wrong, please get in touch and we’ll work with you to resolve any issues you have regarding the account. Of course, we will be fair, responsible and amicable at all times. It is in the interests of all parties to resolve any issues you have with the account balance. We may ask you for confirmation of meter readings or dates of residence in order to help identify any concerns you have regarding the account balance.

I’d like to make a complaint about Lackfords Debt Recovery

We take complaints very seriously and will fully investigate any concerns that may have arisen. You can contact us at your convenience. For full details of our complaints process please click here

I’ve paid / am paying your client directly on this account why are you still chasing me?

Letters you receive from Lackfords Debt Recovery may have been sent before you made payment, similarly it may simply be the case that we have yet to be told that this is the case by our client. In all cases please contact us as soon as possible – even if this is a quick email – to let us know. It is important we can confirm with our client that your arrangement / payment has satisfied the matter.

Has Lackfords Debt Recovery purchased my debt?

The simple answer is no. We do not purchase debt. We act on our client instructions. If we have written to you, it will be on behalf of our client. They will have authorised us to deal with the account on their behalf. We will at all times deal with you in a fair, responsible and amicable manner and work with you to resolve any outstanding account matter with our client.

How can I check my outstanding balance?

Get in touch, once we’ve confirmed some security details, we can tell you the current balance.

How can I make payments towards my debt?

If you would like to make a full payment of the debt the easiest way is online by following the ‘Make a Payment’ button at the top of the homepage, alternatively you can use the Paypoint barcode at the bottom of the letter you have received. You may also send a cheque or postal order to our main office’s address: Lackfords Debt Recovery, Torbay Business Centre, Lymington Road, Torquay, TQ1 4BD. However, if you wish to agree a scheduled repayment plan then please call our offices and speak to an agent who will be happy to help arrange this.

Complaints Policy

 

Lackfords Debt Recovery is committed to working in an open and accountable way to provide a high quality, responsive and accessible service.

 

Despite our commitment, we recognise that things can sometimes go wrong.If you are dissatisfied in any way with us, we wish to know about it.

 

We aim to respond positively and courteously to any complaints, putting right our mistakes and improving our processes.

 

Our Aim

 

We will fully investigate your complaint, establishing how it occurred.

 

We will deal with your complaint without delay and in a polite and confidential manner.

 

We will not treat you any differently for making a complaint.

 

We will investigate any disputes that may have occurred thoroughly.We will respond to your complaint in a timely manner and keep you informed of any delays.

 

We will make use of our complaints in order to improve our services.

 

Our Procedure

 

Our staff are trained to deal with any dissatisfaction you may have.

 

You should initially raise your concern with the agent dealing with your account, if known.

 

A simple misunderstanding may have arisen which can be easily resolved.

 

Please telephone the number at the top of our letter to speak to an agent.

 

If you are unsatisfied after speaking to one of our agents or wish to escalate the matter to a formal complaint, you can do this by writing to our Managing Director.

 

Managing Director
Lackfords Debt Recovery
Torbay Business Centre
Lymington Road
Torquay
TQ1 4BD

 

We will aim to respond in full within 5 working days of receiving your complaint.

 

If this is not possible, for example when dealing with a more complex complaint, we will provide a timescale for resolution and a contact details to raise any further queries.

 

We will always provide a final written response to your complaint.