Making a Complaint
Unhappy about something? Please allow us to put it right. When you contact us, we will manage your complaint and do all we can to resolve it quickly. We care about delivering a high standard of service to our clients and their customers.
Please note if your complaint is in relation to the service you have received from a service provider you will need to liaise with them directly as Simply Collect does not provide the service and is completely separate from the service provider. Simply Collect is a provider of payment services and can only make comments and resolve complaints that relate to this aspect.
Step 1: Let us know what’s wrong
Initially get in touch with our Customer Services Team to allow us to put it right.
Step 2: Written details:
If the issue was not resolved by our Customer Services Team please note all the details either in writing/email to the below details:
subject- Customer Care
Simply COLLECT-Customer Care
Belgrade Business Centre
Denington Road Ind Est
We will look into your enquiry and within 14 days have gathered information to hopefully give you a full response.
When completing our response to any complaint about our service to you, our products, or failure to meet the required standards in the provision of our various services, explanation, remedial/corrective action we’ve taken in appropriate circumstances.
Step 3: If you’re still unhappy
If you remain unhappy with the response received or we haven’t been able to resolve the complaint fully you can raise this with a manager. A manager will review the account and actions. To escalate this please use the above details to contact us. Within 15 days a manager will contact you to discuss our final position. In exceptional circumstances, this may take 35 working days.