Tell us when something has not met the standard you expected
Rezolva aims to resolve concerns fairly, promptly and transparently. A complaint can be made by a client, debtor, partner or another person directly affected by our service or use of personal information.
You do not need to quote legislation or use formal language. Explain what happened, the case or account involved and what you believe would put the matter right.
Help us investigate
- Your name and preferred contact details
- The client, debtor or case reference, if known
- A clear summary and relevant dates
- Copies of the key evidence
- The outcome you would like us to consider
Four stages from receipt to outcome
General service targets below are designed to make the process clear. A data-protection complaint is always acknowledged within the statutory 30-day limit and is progressed without unjustifiable delay.
We record and acknowledge it
We aim to acknowledge a general service complaint within two working days, confirm the person responsible and ask for any information needed to investigate.
We review the evidence
We consider the account record, correspondence, instructions, approvals and the explanation provided by the person complaining. Where practicable, someone not directly responsible for the issue reviews it.
We keep you informed
We aim to provide a substantive response within 15 working days. If the issue is complex or information is outstanding, we explain the reason and provide a revised target date.
We give a written outcome
The response explains what was reviewed, our findings, any action taken and the available next step if you remain dissatisfied.
Service, data protection and legal-provider complaints
Rezolva service or conduct
We investigate concerns about communication, case handling, fees, authority, professionalism or whether our stated service standards were followed.
Personal information
State clearly that the concern is a data-protection complaint. Rezolva will follow its data-protection process, keep you informed and provide an outcome without unnecessary or unjustifiable delay.
Independent legal work
If the complaint concerns work carried out by an independent solicitor or legal provider, we will identify the responsible organisation and explain how to use its regulated complaints process.
Ask for the outcome to be reviewed
Reply to the written outcome and identify the points you believe remain unanswered. A director will review the response where the complaint was not already handled at that level.
If the concern is about the use of personal information, you may complain to the Information Commissioner's Office. The ICO recommends giving the organisation an opportunity to complete its complaints process first.
Rezolva's commercial B2B recovery service is not FCA regulated, so this process does not direct complaints to the Financial Ombudsman Service. If an independent legal provider is involved, its response will explain any external route that is available for that legal service.
Visit the ICO complaints serviceContact Rezolva directly
Email: hello@rezolva.co.uk with the subject line “Complaint”.
Telephone: 0203 523 0033.
Post: Rezolva Limited, 5 Strand Court, Bath Road, Cheltenham, GL53 7LW.
Please avoid sending sensitive account or identity information through social media. We may ask you to use a more appropriate route for supporting evidence.