At Solvenza, we are committed to transforming the customer journey from debt collection to debt resolution. A key part of this commitment is ensuring that every customer is treated fairly, respectfully, and with care — especially when things go wrong.
This Complaints Policy explains how you can raise a concern, how we handle complaints, the standards you can expect from us, and your right to refer your case to the Financial Ombudsman Service (FOS).
Our approach meets the requirements of:
- FCA Principles for Businesses
- FCA Consumer Duty
- FCA DISP rules (Dispute Resolution: Complaints)
- Treating Customers Fairly (TCF)
- Our internal policies on customer care, vulnerability and data protection
Our Commitment to You
We aim to resolve issues quickly, fairly, and with empathy. If you tell us you are unhappy with something we’ve done — or not done — we will:
- Listen carefully and understand the issue
- Take your concerns seriously
- Treat you with respect and without judgement
- Consider whether you need additional support, especially if you're experiencing vulnerability
- Put things right wherever we can
- Learn from complaints to improve our service
Complaints help us improve the support we provide, and we appreciate you taking the time to tell us.
What Is a Complaint?
A complaint is:
“Any expression of dissatisfaction, whether spoken or written, about Solvenza’s service, staff, actions or inaction, where a response or resolution is expected.”
This includes concerns raised directly by you or by an authorised third party on your behalf.
How You Can Make a Complaint
You can contact us in any way that suits you:
Phone
0808 196 8225
Mon-Fri, office hours 9am to 5pm
If you prefer to speak to someone of a specific gender or need extra time, just let us know.
Post
Solvenza Limited
Cohav House 17 Aviation Way Southend on Sea Essex SS2 6UN
Additional Support
If you need help making a complaint — due to health, accessibility or personal circumstances — we will support you or communicate with someone you nominate.
How We Handle Complaints
We follow a clear, fair process designed around FCA DISP requirements.
Immediate Resolution (Next Business Day)
We aim to resolve most complaints by the end of the next business day.
If we can fix things quickly, we will explain what we’ve done and record the full details in our Complaints Register.
If More Time Is Needed
If your complaint requires investigation, we will:
- Acknowledge your complaint promptly
- Explain our next steps
- Let you know who is handling your case
- Keep you updated if further time is required
We have a target to resolve all complaints within 5 working days, wherever possible.
Final Response (Within 8 Weeks)
We will send you a Final Response Letter within 8 weeks of receiving your complaint.
This letter will:
- Summarise your complaint
- Explain our investigation
- Confirm our decision and any actions we will take
- Tell you whether you can refer your case to the Financial Ombudsman Service (FOS)
If we cannot issue a final response within 8 weeks, we will write to you to explain why and confirm your right to contact the Ombudsman.
The Financial Ombudsman Service (FOS)
If you remain unhappy after receiving our final response — or 8 weeks have passed since you raised your complaint — you may be able to refer your complaint to the Financial Ombudsman Service.
The FOS is free, independent and impartial.
How to Contact FOS
Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
We provide FOS details in every Final Response.
Vulnerable Customers
Solvenza is committed to supporting customers experiencing vulnerability. If you share personal circumstances that affect how you engage with us, we will:
- Handle your complaint with extra care
- Make reasonable adjustments
- Tailor our communications
- Provide additional time where needed
- Allow you to involve a trusted third party
We follow the FCA's Guidance for the Fair Treatment of Vulnerable Customers and our internal Vulnerability Policy.
Logging, Monitoring and Reporting
To ensure transparency and continuous improvement:
- All complaints are recorded in our central Complaints Register
- The register is monitored by our Compliance Team
- Complaints are reviewed in monthly management meetings
- Trends and root causes are analysed to improve outcomes
- Staff receive additional coaching or guidance where required
- Data is retained in line with GDPR and our retention policy
We use complaint insights to strengthen our culture, systems and customer experience.
Staff Training
All Solvenza team members receive training in:
- FCA Consumer Duty
- Complaint handling
- Vulnerability awareness
- Treating Customers Fairly
- UK GDPR and data protection
- Our tone of voice and brand values
Training is refreshed annually and whenever regulatory changes occur.
Template Letters & Communications
Our communications are designed to be:
- Clear and easy to understand
- Empathetic and supportive
- Free from jargon
- Fair and balanced
All complaint-related letters and emails follow FCA DISP guidance.
Continuous Improvement
Complaints help us understand where we can serve customers better.
We review:
- Processes that may create poor outcomes
- Communication styles
- Accessibility barriers
- System issues
- Staff training needs
- Policy or procedure improvements
Our aim is to continually improve the customer journey and uphold our purpose:
Transforming the journey from debt collection to debt resolution.
