Complaints procedure
If we've got something wrong — whether you're a client or someone we've contacted about a debt — we want to hear about it, put it right, and learn from it. Complaining is free and will never affect how your case or account is handled.
How to complain
You can complain by email or post, and you can ask someone else — a friend, family member or adviser — to complain on your behalf with your permission.
By email
complaints@upfront.legal — include your name, your reference if you have one, and what has gone wrong.
By post
Complaints, Upfront Legal Ltd, 9 Church Street, Wednesfield, Wolverhampton WV11 1SR.
What happens next
Acknowledgement
We acknowledge your complaint promptly, normally within 3 working days, and tell you who is handling it. Where we can resolve a complaint to your satisfaction within 3 working days, we'll confirm that in writing.
Investigation
The complaint is investigated by someone with authority to put things right. We may ask you for more information; collection activity connected to a disputed matter is paused where appropriate while we look into it.
Final response
You receive a written final response setting out what we found, what we're doing about it, and any redress — within 8 weeks at the latest, with updates in the meantime if it's taking longer than expected.
If you remain unhappy
You can ask for the outcome to be reviewed by a director not involved in the original decision. Complaints about how we've handled your personal data can be raised with the Information Commissioner's Office at any time. Because our current activities are not regulated by the Financial Conduct Authority, complaints about us are not currently eligible for the Financial Ombudsman Service; if that changes as the firm grows, this procedure will be updated.
Free, independent advice about a debt or about dealing with us is always available from Citizens Advice, StepChange and National Debtline. Complaining, or seeking advice, never affects how your account is handled.
Data protection concerns
If your complaint is about how we've handled your personal data, our privacy policy explains your rights. You can also raise concerns directly with the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.