Complaints Policy

JSP Credit management takes its customer service seriously. However, it would be remiss of us to assume that things will never go wrong, despite the regret that this may cause. Therefore, JSP credit management have put together the following complaints procedure, which aimed at any of the external stakeholders that may deal with jsp credit management, such as clients, partners or suppliers, who may feel it has become necessary to raise a formal complaint with us. 

 

Stage 1 – Informal Resolution 

 

For a wide variety of reasons disagreements and disappointments occur within business on a relatively frequent basis, and it would also be fair to say that most of those situations can be, and usually are, resolved informally between the relevant parties. Therefore, jsp credit management recommends that for any stakeholder that feels aggrieved with something that may have happened between themselves and a representative of jsp credit management that they approach that person initially and discuss the matter with them with a view to trying to resolve the matter informally before any formal action is taken. 
 
Stage 2 – Formal Action – Submit A Formal Complaint 

 

In the unfortunate event that a satisfactory outcome to your attempts to resolve the matter informally at stage 1 have not been possible then you should initiate the formal complaints procedure by completing our complaint form online. Once you have submitted a formal complaint online jsp credit management will have 7 days to thoroughly investigate your complaint, and they will send you a formal response to your complaint in writing by using the email address supplied when you submitted the complaint form. During the investigation period jsp credit management may contact you using your details supplied / held by the company in order to gather any information it feels needs to offer the fairest response to your complaint. 

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Stage 3 – Appeal – Contact A Member of Senior Management 

 

In the unfortunate event that a satisfactory outcome to your formal complaint at stage 2 has not been possible then you have the option to initiate the final stage of jsp credit management complaints procedure. In order to do this, you should send an email to joe.postings@jspcreditmanagement.co.uk. Your appeal should include as much detail as possible and highlight any information you feel has not already been considered or overlooked at stage 2 of the complaint's procedure. jsp credit management will take up to 28 days to consider your appeal and a member of the senior management team will provide a formal response to your appeal in writing detailing our final decision regarding the complaint.  
 
Stage 4 – External Escalation – Contact An Industry Regulator 

 

In the unfortunate event that a satisfactory outcome to your formal complaint at appeal stage has not been possible, then you still have the option to escalate your complaint to a relevant external regulator. As jsp credit mana primarily offers commercial debt collection services and its staff are members of the Chartered Institute of Credit Management then you may wish to direct your complaint to the Chartered Institute of Credit Management at the next stage. The Chartered Institute of Credit Management can be contacted using the details below: 

 

Chartered Institute Of Credit Management 
1 Accent Park, Orton Southgate 
PETERBOROUGH  

PE2 6XS 
Tel: 01780 722900 
Email: info@cicm.com