Make a Complaint
Need help recovering an outstanding debt, or have a question about our services? Our team is here to help you understand your options and decide what to do next. We’ll respond to your enquiry as soon as possible.
If you have a concern about our service, please complete the complaint form with as much relevant information as possible. This will help us understand the issue and investigate it properly.
You can also submit your complaint directly by email or post using the details below.
contact@athenacollections.co.uk
Phone
+44 203 747 6719
Address
Lytchett House, 13 Freeland Park, Wareham Road, Poole, BH16 6FA
Opening hours
Mon-Fri – 9am-5.30pm
How it works
What happens after you make a complaint?
We aim to handle every complaint fairly and keep you informed throughout the process. Here’s what you can expect once we’ve received your concerns.
Step 1
Acknowledgement
We aim to acknowledge your complaint in writing within five working days of receiving it.
Step 2
Investigation
We’ll review the details of your complaint and investigate the concerns raised. We may contact you if further information is needed.
Step 3
Progress updates
If we haven’t been able to provide a final response within four weeks, we’ll contact you with an update on our investigation.
Step 4
Final response
We’ll provide a final written response within a maximum of eight weeks, explaining our findings and any proposed resolution.
further assistance
What if your complaint isn’t resolved?
If you’re unhappy with our final response, you may be able to refer your complaint to an independent organisation for further review.
The appropriate route will depend on the nature of your complaint and whether you meet the organisation’s eligibility requirements.
- Financial Ombudsman Service – May be able to review eligible complaints relating to regulated financial services.
- Credit Services Association – Can investigate complaints concerning potential breaches of its Code of Practice by member organisations.
- Citizens Advice – Provides independent guidance on consumer rights, complaints, and alternative dispute resolution.
Athena Collections is a member of the Credit Services Association and follows its Code of Practice. We are also authorised and regulated by the Financial Conduct Authority in respect of accounts formed under the Consumer Credit Act 1974, under reference number 791206.
