Complaints
If we get it wrong, tell us
A complaint is not a nuisance. It is the fastest way for us to find out where our process, our tone or our records have failed you — and to correct it.
Process
What happens after you complain
- Within 3 working days
We acknowledge your complaint in writing and give you a case reference.
- Within 10 working days
An officer independent of the case reviews the account history, contact log and any recordings.
- Within 20 working days
We write to you with our findings, the action we are taking and any redress.
- If still unresolved
You may escalate to our management review, to the original creditor, or to the relevant regulator or the Data Protection Commission where the complaint concerns personal data.
Details
How to reach us
What to include
Your name, your account reference if you have one, what happened and when, who you dealt with if known, and what outcome you are seeking. Copies of any messages or receipts help us investigate faster.
Where to send it
Email complaints@eniclicrecover.com, use the enquiry form on our contact page, or raise it directly from the customer portal so it attaches to your case record automatically.
While we investigate
Where a complaint concerns the amount owed or the validity of the account, we pause recovery activity on the disputed amount until the investigation is complete. Any agreed payment plan continues unless you ask us to review it.
Our record
Every complaint is logged with its outcome and reviewed periodically for patterns. Where a pattern points to a process or training failure, we change the process.