At JBW we recognise our customers have the right be treated professionally and with respect. Our recruitment, training, monitoring and quality assurance processes are designed to ensure our staff maintain the high standards required of them at all times.
In the event that a customer is not satisfied with the level of service provided we are committed to working with them in a transparent and timely manner to resolve the issue. We have a dedicated Customer Care department managed independently of our operational areas to ensure that all complaints are managed in an independent, unbiased manner.
How to lodge your complaint
Complaints must be submitted in writing to allow our Customer Care Team to respond to your query. To help you provide all the information we need to fully investigate your case, you should use our Complaint Form. This form is included as part of our Customer Care Pack, available to download from this website.
Click here to download a copy of this pack. You can also request a copy of the pack by calling our Contact Centre on 0844 576 3620, or emailing our Customer Care Team at email@example.com.
Completed forms should be returned to us via one of the following:
PO Box 58 Darlington County Durham United Kingdom DL1 9AE
If you need some independent advice or assistance with your complaint, please click here for information about where to get help.
What to expect from us
We will acknowledge receipt of your complaint in writing within 2 working days. If we cannot resolve the matter at this time, the acknowledgement letter will provide information about the investigations we are conducting and an estimated timeframe for completion. We may also request some further details from you at this stage.
When we have completed our investigation, we will send a final written reponse. We aim to provide a final response within 10 days from receipt of your complaint. If our investigations are taking longer than 10 days, we will keep you updated with our progress.
What if I'm not satisfied with the decision?
If you feel that our response has not adequately addressed your concerns you can request a management review of the decision. The response letter will provide details of how you can request this review.
We will acknowledge receipt of your review request within 2 working days, along with an estimated timeframe for the process. Our Legal and Compliance Manager will review our investigations to check whether all concerns have been addressed fully, and that any actions taken were correct. They may also contact you to request further information during their investigation. They will then provide a report to our Audit and Compliance Director, with a recommendation for our final decision. Due to the depth of investigation involved, this process may take up to 4 weeks.
Can I request an independent review?
If a matter remains unresolved after completing the above process, the complaint may be referred to the Civil Enforcement Association (CIVEA). CIVEA sets and enforces standards for enforcement agents, and publishes a Code of Conduct and Good Practice Guide that is mandatory for all its members. They provide an independent complaints procedure that is managed by leading industry experts.
Any complaint referred to CIVEA must first have been dealt with through the complaint and review processes above. For more information about CIVEA and their complaint procedures please click here.