Complaints Procedure

We are committed to providing a high standard of service to all of our customers, therefore if something goes wrong, or your experience is not what you expected then we need you to tell us about it so that we can improve our standards. We take all complaints seriously and aim to continuously improve our services as a result.

If you would like to make a complaint please contact our Complaints Officer by:

Telephone: 0161 925 1840 (between the hours of 9am and 5pm)
Email: complaint@cerberusrm.com
Post:                     
Complaints Officer
Cerberus Receivables Management
26 Missouri Avenue
Salford
Manchester
M50 2NP

Alternatively complete the Complaints Form

Once completed please email and scan to complaint@cerberusrm.com

What will happen next?

  1. On receipt of your complaint a prompt written acknowledgement will be sent to you.

  2. Your complaint will be handed to the responsible Director.

  3. A full investigation will be completed and any concerning parties will be spoken with in order to obtain a full and true picture of events. The Director responsible for complaints handling will come to a decision as quickly as possible and will notify you of the action taken to remedy the situation.

  4. A full written response will be sent to you within 15 working days of receipt of your complaint.  Under exceptional circumstances the response may take longer.  We will inform you of why this is necessary and our full written response under these circumstances will be made within 35 working days.

What happens if you are not satisfied with the outcome of the complaint?

You have the right to refer your complaint to The Financial Ombudsman Service.  

You can contact The Financial Ombudsmen Service by post, telephone or email.

Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 between the hours of 8am to 8pm Monday to Friday
Email: complaint.info@financial-ombudsman.org.uk

Further information about the FOS Complaints Procedure can be found www.financial-ombudsman.org.uk/consumer/complaints.

If you are not satisfied with the outcome and believe Cerberus Receivables Management have breached the CSA Code of Practice you can forward your complaint to CSA. 

All complaints must be submitted to the CSA in writing using the complaints form which can be found on their website www.csa-uk.com

The form must be signed in order to have the requisite authorisation to share information.  Further information about the CSA Complaints Procedure can be found within the Contact section located at the top of the website www.csa-uk.com