When you are not happy with the service we have provided we want to ensure your feedback is dealt with promptly, fairly and in a positive manner.
If you feel dissatisfied with the service you have received then we would like to hear more about it so that we can look to improve in the future. Please contact our office to discuss any concerns you may have so we may take the necessary actions required.
Although any type of personal loan could be labelled consumer credit, the term is usually used to describe unsecured debt that is taken on to buy everyday goods and services. It is not usually used to describe the purchase of a house, for example, which is considered a long-term investment and is usually purchased with a secured mortgage loan.
Consumer credit is also known as consumer debt.
Most types of consumer debts in the UK are regulated by the Consumer Credit Act 1974.
Examples of Consumer Debt include:
A few other forms of debt are listed below.
Any unpaid Parking Charge Notices (PCNs) which arise from use of a private car park and failing to abide by the terms and conditions of use of the car park as displayed on signage.
These should not be confused with parking fines issued by the local authority.
Council tax, child maintenance, benefit overpayments and tax debts to HMRC (Her Majesty’s Revenue and Customs) are all debts owed to government departments or local authorities.
These are usually priority debts as the consequences of falling behind or not paying is often more severe than other types of consumer credit debts.
Most credit unions lend money direct to borrowers where the interest rate charged does not exceed the statutory cap. This type of lending is exempt and is not a regulated consumer credit activity.
These are debts owed by businesses, there are different types of business debts but these are not considered as consumer debt.
UN-REGULATED HIRE PURCHASE AGREEMENTS
Some hire purchase agreement, usually over a certain value, are not regulated as consumer debt. If the agreement is not regulated it will usually be stated in the contract.
Complaints Procedure – Non-consumer debt
You can contact us on 0113 487 0430 to discuss your concerns.
You may email email@example.com
You may raise your concerns using our web-chat function.
You may write to us at:Complaints
You should contact our complaints team who will review any concerns about your complaint and set our final position.Complaints
This depends on the type of debt that you have. If you have a Consumer Credit Debt you may have the right to refer your complaint to the Financial Ombudsman Service (FOS) free of charge but you must do so within six months of your final response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if it believes that the delay was as a result of exceptional circumstances. You can access further information at www.financial-ombudsman.org.uk
No, the Legal Ombudsman does not have jurisdiction to consider your complaint. They can only consider complaints about services we have provided to our clients.
No, the Energy Ombudsman does not have jurisdiction to consider your complaint about us because we are not an energy provider.
You may refer your complaint to the Information Commissioner’s Office if it is relation to data protection matters.
The Financial Conduct Authority requires that all financial service firms report and publish UK FCA reportable consumer credit complaints on an annual basis. A complaint is “any oral or written expression of dissatisfaction, whether justified or not”. We also have to treat that expression of dissatisfaction as a complaint whether it is about BW Legal, or about one of our creditor clients. We set out below the complaints data which the FCA require us to publish. The following is of further note:
BW Legal Services Limited Period 01/01/2020 to 31/12/2020
(at reporting period end date)
|Intermediation (within the reporting period)|
|Regulated Debt Collection||Per 1000 accounts
|Number of complaints opened||Number of complaints closed||Percentage of complaints closed|
|Percentage closed within 3 days||Percentage upheld||Main cause of complaints opened|