Short answer: Email hello@debt-collection.co.uk or write to PASECOM GROUP LTD, 82a James Carter Road, Mildenhall, IP28 7DE. We aim to acknowledge within three working days and to reply in full within 14 working days. Complaints about recovery work on a file should also go to the partner agency handling it, because partners collect and we are an introducer.
Our commitment
PASECOM GROUP LTD, trading as Debt Collection UK, provides a B2B introductory service. If you are dissatisfied with this website, with how we handled your data, or with the introduction itself, please tell us.
Partner agency conduct
Recovery work is carried out by independent partner agencies. If your complaint is about letters, calls or fees from the agency assigned to your case, you should use that agency’s own complaints procedure as well. Please copy us so we can review whether the partner still meets our expectations.
How to complain about this portal
- Email: hello@debt-collection.co.uk
- Write to: PASECOM GROUP LTD, 82a James Carter Road, Mildenhall, IP28 7DE
Include your name, company, the date you used the portal, and a clear description of the issue. You may attach supporting documents using the claim form on this page if you wish, or email them.
What happens next
- Acknowledgement — we aim to acknowledge a complaint in writing within three working days.
- Investigation — a director or senior manager of PASECOM GROUP LTD reviews the file.
- Outcome — we aim to send a written response within 14 working days. If the issue is complex we will tell you why and when you can expect a full reply.
Data-protection complaints may also be taken to the ICO. Our registration is ZC117546.
Who this procedure covers
This procedure applies to anyone who has dealt with Debt Collection UK, a trading name of PASECOM GROUP LTD (company number 17139327). That includes businesses that submitted a claim through this website, businesses that started a claim and did not finish it, people who contacted us by email, and companies that were named as debtors in a claim we introduced to a partner agency.
We are an introducer. We review B2B claims against UK limited companies, LLPs and PLCs and pass suitable claims to independent partner agencies, who carry out recovery. We do not collect debts ourselves, we are not a law firm, and we are not authorised by the Financial Conduct Authority. Knowing this helps you send your complaint to the right place first time.
What you can complain to us about
- How this website works, including problems submitting a claim or uploading documents.
- Information on this website that you believe is wrong or misleading.
- How we handled your personal data, including requests to access, correct or delete it.
- How we reviewed your claim, including a decision not to introduce it to a partner.
- Our choice of partner agency, or a concern that a partner fell short of the standards we expect.
- Our fee. The fee is 15% of the sum recovered and is payable only when you have been paid. If you think it has been applied incorrectly, tell us.
What we cannot decide
Because partner agencies act on your instructions under their own terms, some matters sit with them rather than with us. These include the day-to-day conduct of letters and calls on a particular file, decisions about court action, and any legal costs you have agreed with a partner or its solicitors. We will still listen, and we will raise a concern with the partner where it is relevant, but the partner's own complaints procedure is the formal route for those issues.
We also cannot settle the underlying debt. If you are a company that disputes an invoice, explain the dispute to the partner agency handling the claim, with any supporting documents. A genuine dispute should pause collection activity while it is looked at.
Information that helps us investigate
- Your name, your company name and the best email address to reach you.
- The date or dates you used the website or contacted us.
- The debtor or creditor company involved, and any reference you were given.
- What went wrong, in your own words, and what you would like us to do about it.
- Copies of relevant emails, letters or screenshots.
You do not need to use any particular form of words. A short, clear email is enough. If you need us to communicate in a particular way, for example by post rather than email, say so and we will do our best to accommodate it.
If you are a company contacted about a debt
If a partner agency has contacted your company about an unpaid invoice and you are unhappy with how that contact was made, raise it with the partner agency first, using the contact details in their letter. You may also tell us. We will check whether the claim met our criteria when it was introduced, and we will share relevant concerns with the partner. We will not pass your complaint to the creditor without good reason, and we will handle any personal data in it in line with our privacy policy.
After our final response
Our written response will explain what we found, what we have done or will do, and the reasons for our decision. If you are not satisfied, reply and ask for the decision to be reviewed; a director of PASECOM GROUP LTD who was not involved in the first response will look at it where possible.
Because this is a business-to-business introductory service and we are not FCA-authorised, the Financial Ombudsman Service is unlikely to be able to consider a complaint about our introductory service. You can take independent legal advice at any time, and data-protection complaints can be taken to the ICO.
How we use complaints
We keep a record of every complaint, the outcome and any changes we make as a result. We use that record to correct website content, improve how we review claims and decide whether partner agencies continue to receive introductions. Complaint records are kept in line with our privacy policy.
Frequently asked questions
How do I make a complaint?
Email hello@debt-collection.co.uk or write to PASECOM GROUP LTD, 82a James Carter Road, Mildenhall, IP28 7DE, with your name, company, the date you used the website and a clear description of the issue.
How long will it take?
We aim to acknowledge a complaint within three working days and to send a written response within 14 working days. If a complaint is complex we will tell you why and when to expect a full reply.
I am unhappy with the partner agency handling my claim. Who do I complain to?
Use the partner agency's own complaints procedure, because the partner carries out the recovery work. Please copy us so we can review whether that partner still meets our expectations.
Can I complain if a partner agency contacted my company about a debt?
Yes. Raise the matter with the partner agency first. You can also tell us, and we will review whether the introduction was appropriate and pass relevant concerns to the partner.
Where else can I take a data-protection complaint?
You can complain to the Information Commissioner's Office (ICO). Our ICO registration number is ZC117546.