1. Purpose
Aurora Recovery is committed to providing the highest level of service to its clients and stakeholders. However, if you are dissatisfied with any aspect of our services, we want to ensure that your concerns are addressed in a timely and efficient manner. This procedure outlines the steps for submitting a complaint and how we will respond.
2. How to Raise a Complaint
If you wish to make a complaint about any aspect of our services, please follow the steps below:
Step 1: Contact Us Directly
The first step is to contact the person or team you’ve been working with directly. We encourage open communication, and many issues can often be resolved quickly at this stage. You can contact us by:
- E-mail: hello@aurorarecovery.co.uk
- Phone: 01134 800 397
- Post: The Waterscape, 42 Leeds and Bradford Road, Leeds, LS5 3EG
Step 2: Submit a Formal Complaint
If your issue is not resolved to your satisfaction, or if you prefer to submit a complaint directly, you can submit a formal complaint in writing to our Complaints Handling Officer. Please provide the following information:
- Your name, contact details, and any relevant account or case numbers.
- A clear description of your complaint, including any relevant dates, events, or parties involved.
- The desired outcome or resolution you are seeking.
Complaints Handling Officer Contact:
Stephen Brook
E-mail: sb@aurorarecovery.co.uk
Phone: 01134 800 397
Post: The Waterscape, 42 Leeds and Bradford Road, Leeds, LS5 3EG
3. Acknowledgment of Complaint
We will acknowledge receipt of your complaint within 5 business days. If necessary, we may contact you for additional information or clarification to assist in investigating the complaint.
4. Investigation and Resolution
Once we have received your complaint, we will:
- Investigate the matter thoroughly, ensuring that we fully understand the situation and any underlying issues.
- Respond to your complaint within 20 business days with a detailed outcome, including any actions taken or changes made as a result of your complaint.
- If more time is required to resolve the issue, we will inform you of the delay and provide an estimated timeframe for resolution.
5. Review and Escalation
If you are not satisfied with the outcome or response to your complaint, you can escalate the matter to a senior management representative. Please contact:
Senior Management Contact:
Rebecca Brook
E-mail: rb@aurorarecovery.co.uk
Phone: 01134 800 397
6. External Resolution
If you still feel that your complaint has not been resolved satisfactorily after following the internal escalation process, you may be able to take your complaint to an external body, such as the relevant industry regulator or ombudsman, depending on your jurisdiction.
We would suggest that you utilise the Insolvency Service’s Complaints Gateway. You can contact them via E-mail, at: Insolvency.complaints@insolvency.gov.uk
7. Confidentiality
We are committed to maintaining the confidentiality of all complaints. Any information provided will be used solely to investigate and resolve the complaint and will not be shared with any third parties unless required by law.
8. Continuous Improvement
Aurora Recovery values feedback and strives to improve the quality of its services. We will monitor and review complaints to identify any recurring issues or areas for improvement and take appropriate action to enhance our operations.