Our complaints procedure

We take every complaint seriously. This page sets out exactly how to raise one, how we investigate, and where to go if you remain unhappy with our response.

How to submit a complaint

Send an email to complaints@evertrustrecovery.com or write to Compliance Officer, EverTrust Recovery Ltd, 71 Queen Victoria Street, London EC4V 4AY, United Kingdom. Please include your case reference (if any), a summary of the concern, and how you would like us to contact you.

Acknowledgement

You will receive a written acknowledgement within three business days confirming that we have received the complaint and naming the senior manager who will handle it.

Investigation and response

A full response is provided within eight weeks. In practice most complaints are resolved within twenty business days. Where the matter is complex, we will write to you before the eight-week mark with a status update and an expected timeline.

If you remain dissatisfied

If our final response does not resolve the matter, you may refer the complaint at no cost to the Financial Ombudsman Service (UK) or to the equivalent alternative dispute resolution body in your jurisdiction. Nordic clients may refer complaints to their national consumer ombudsman or the relevant financial supervisory authority.

Record keeping

All complaints and our responses are logged and retained for six years in accordance with our data-protection policy. Records are used only for regulatory reporting and to improve our practice.