Complaints Policy

What you can expect from us.

We take complaints very seriously and undertake to deal with all complaints made in a fair, proportionate, and transparent manner.

How to complain.

All correspondence concerning your complaint should be addressed to:

Bryan Lecoche Ltd.,

The Old Mill,
34A Gladstone Street,
Bedford,
MK41 7RR

If you prefer you can email us at: control@bryanlecoche.co.uk

We will acknowledge receipt of your complaint within 48 hours.

How you can help us.

We would ask that you provide the following information to us where applicable:

• Your full name. Your business name.
• Your home and / or business address.
• Our reference number.
• A clear statement of your complaint (why you are aggrieved).
• Any documentation that you feel will be useful in support of your complaint.
• An indication of what you are looking for to satisfy your complaint.

What happens next.

Your complaint will be investigated by a Senior Manager member of our Team, and we will respond once we have reviewed all relevant information and spoken to all parties. We will endeavour to resolve all complaints with 21 days albeit note that some complex matters may take longer to investigate and resolve.

If after the above, you are not satisfied with our response the matter will be escalated to a Director who will review the complaint and provide a written update within 14 days.

Other.

• Our Complaints Policy is underpinned by our Professional Standards Policy and numerous other policies & procedures intended to negate the need to complain if they are adhered to.
• Complaints may arise from the way we have dealt with an individual or matter, and although we recognise that from time to time that we may get things wrong, if that happens, we will admit to it, attempt to learn from it and rectify the wrongdoing.
• If a complaint is received by telephone, the nature of the complaint and the details of the complainant will be noted.
• If a complaint can be dealt with and resolved by telephone at the time of its receipt, we will do so, but if not, the complainant will be asked to put their complaint in writing.
• Details of any complaint will be recorded, regardless of the outcome.
• If complainants have evidential information, we should also be provided with it, using copied documents if it is documentary evidence.
• All information obtained or released in connection with a complaint’s investigation is subject to GDPR legislation.
• A complainant will be informed if it is not possible to finalise an investigation within 21 days.
• If the complainant is dissatisfied with the outcome of any internal investigation or decision made, they will be advised that they may appeal or take their complaint to the Associations of which we are members, or in extreme and relevant qualifying cases, to the authorities.
• Complainants may seek legal recourse through the courts; however, they may wish to obtain legal advice for this course of action.
• A complaint against a bailiff/enforcement agent who is certificated by the Court may be made directly to the Court which issued the Certificate if the reason for the complaint is in connection with the performance of the agent under the authority of his certificate, or any other reason if it is alleged that the agent is not a fit and proper person to hold a certificate.
• The Company complies with the Policies of the National Standards for Enforcement Agents, the Civil Enforcement Association, the High Court Enforcement Officers Association, the Association of British Investigators, the statutory legislation under which we work, and where applicable, any Codes of Conduct required by clients.
• Unless there are extenuating circumstances. we will not investigate complaints made more than six months after the incident complained of occurred.
• Disciplinary action within the framework of Employment Legislation may be taken against any member of staff against whom a complaint is upheld. Any disciplinary hearing will be undertaken by a Director of the Company.

Although we are a limited company, we subscribe to the Nolan ‘Seven Principles of Public Life’: