Resolve your complaint immediately and respond or, Provide you with the name or the title of the person assigned to resolving your complaint.

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1 How to Complain: Advice on Burlington Group Complaints Procedure Burlington Group is committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible and let us know the nature of your complaint. When contacting us with your complaint we will, wherever possible, take action to resolve the issue. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you. Complaint timescales Within five working days of receiving your complaint we will either: Resolve your complaint immediately and respond or, Provide you with the name or the title of the person assigned to resolving your complaint. Within eight weeks of receiving your complaint we will either: Issue a final response to your complaint or, Provide you an update on the progress of the investigation and give you a date when you will be contacted again, Tell you why we are not in a position to provide a final response and indicate when we expect to be able to provide you with an answer. Final response your complaint to the regulatory body under the jurisdiction in which the complaint arose. For Burlington Group the complaint could be derived from: - Enforcement under a High Court Writ Enforcement other than under a High Court Writ Debt collection or debt administration relating to Consumer Credit (regulated activity) Debt collection or debt administration (non regulated activity)

2 Final response (complaints relating to enforcement under a High Court Writ) your complaint regarding enforcement under a High Court Writ to the High Court Enforcement Officers Association (HCEOA). The HCEOA is the regulatory body for all High Court Enforcement Officers. Any complaints to the HCEOA must:- Say what type of complaint you are making; and Include a copy of Burlington Group s response to your complaint (if this applies) Complaints to the HCEOA should be sent to: Post: The Chairman High Court Enforcement Officers Association 50 Broadway London SW1H 0RG complaints@hceoa.org.uk Call: If you are not able to make a written complaint to the HCEOA Chairman (for example, if you have a disability), you may phone the Chairman on and the HCEOA will make a written record of your complaint. Further details can be found on the High Court Enforcement Association s website:

3 Final response (complaints relating to enforcement other than under a High Court Writ) your complaint regarding enforcement (other than under a High Court Writ) to the Civil Enforcement Association (CIVEA). CIVEA promotes higher industry standards in Civil Enforcement and provides a code of practice certificated enforcement agents. What you need to send to CIVEA:- Copies of the correspondence between you and Burlington Group regarding your complaint. Do not send original documents unless specifically requested to do so by CIVEA. Documentation is not returned unless an administration fee is paid. Papers relating to complaints are destroyed six months after receipt or three months after the completion of complaint procedure, whichever is the greater. A completed and signed complaint leaflet which can be downloaded from the CIVEA website. This should include brief details of the nature of the complaint. CIVEA cannot look into any aspect of a complaint that has not first been formally put in writing to Burlington Group and sufficient time allowed for the company to respond to the complaint. If further information is required the Director General of the association will write to you requesting such information. Correspondence regarding complaints is not currently considered by the association in e- mail format or by telephone. All documentation should be sent by post, unless otherwise directed by the association. Complaints to CIVEA should be sent to: Post: Civil Enforcement Association 513 Bradford Road Batley WF17 8LL CIVEA does not currently accept correspondence regarding complaints via nor will they discuss complaints over the telephone. Such requests will not elicit a response. Further details can be found on the Civil Enforcement Association s website:

4 Final response (complaints relating to debt collection or debt administration relating to Consumer Credit regulated activity) your complaint regarding matters deriving from consumer credit to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued. In exceptional circumstances, the Financial Ombudsman Service, at their discretion, may waive this time limit. The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly. We will provide further details relating to referring a complaint the Financial Ombudsman Service with our final response letter. Complaints the Financial Ombudsman Service should be sent to: Post: The Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR complaint.info@financial-ombudsman.org.uk Call: or Further details can be found on the Financial Ombudsman Service s website:

5 Final response (complaints relating to non-regulated debt collection activity) your complaint regarding a non-regulated debt collection matter that does not fall into one of the above categories, your complaint may still be considered by the Credit Services Association (CSA). The CSA is the UK trade association for the debt collection and debt purchase industry. The CSA s vision is to build confidence in debt collection by making the entire process clear, easy to understand and less stressful for all those involved. The CSA requires complaints to be submitted, where possible, using a specified complaints form that can be downloaded from the CSA website. Complaints the Credit Services Association should be sent to: Post: Credit Services Association 2 Esh Plaza Sir Bobby Robson Way Great Park Newcastle Upon Tyne NE13 9BA info@csa-uk.com Call: Further details can be found on the Credit Services Association s website: