Arrow Global is a leading European credit management services provider that manages and acquires debt portfolios from banks and financial institutions. With its headquarters in Manchester, England, the company has grown significantly since its inception, and it currently operates across a diverse range of markets in Europe, including the UK, Ireland, Portugal, Italy, Spain, and the Netherlands.
As a leading player in the credit management industry, Arrow Global is legally required to have a complaints handling process in place to address concerns and grievances raised by its customers. To ensure that the company upholds this requirement, it decided to establish its own ombudsman office.
In this article, we will take a closer look at the Arrow Global ombudsman and explain everything that you need to know about the office’s purpose, role, and responsibilities.
Arrow Global ombudsman: What is Arrow Global Ombudsman, and How Does it Work?
The Arrow Global ombudsman is an independent office set up to receive and investigate consumer complaints related to Arrow Global’s services. The ombudsman office acts impartially and follows a fair and consistent approach to handling complaints. It offers an alternative dispute resolution service, which enables consumers to resolve complaints without going to court.
The office deals with a range of complaints against Arrow Global, including issues related to debt collection, service quality, communication, and contract terms. Under the Alternative Dispute Resolution Regulations 2015, Arrow Global is obliged to provide access to the ombudsman scheme for its customers free of charge.
The ombudsman office aims to deliver a fast, efficient, and transparent dispute resolution service. Once a complaint is received, the office aims to resolve it within eight weeks. However, more complex complaints may take longer to resolve.
The ombudsman scheme is managed by an impartial, skilled, and experienced individual who is appointed by Arrow Global. The Arrow Global ombudsman has a team of dedicated professionals who act as the first point of contact for consumers submitting complaints. The team’s role is to provide advice and guide customers through the complaint process, ensuring that they understand their rights and responsibilities.
The complaints process
If you have a complaint against Arrow Global, there is a simple three-step process that you need to follow:
1. Contact Arrow Global: The first step is to raise the issue directly with Arrow Global. You can do this via phone, email, or post. Provide as much relevant information as possible, such as your account number, the nature of the complaint, and any other relevant details.
2. Dealing with your complaint: Once Arrow Global has received your complaint, it will acknowledge receipt within five working days. The company will then carry out an investigation into your complaint and provide you with a response within eight weeks. If Arrow Global is unable to resolve your complaint within this timeframe, it will inform you of the reasons for the delay and provide you with regular updates.
3. Escalating your complaint to the ombudsman: If, after receiving a response from Arrow Global, you are not satisfied with the outcome, you can escalate your complaint to the Arrow Global ombudsman. To do this, you need to complete the ombudsman complaint form, which can be found on the Arrow Global website, and submit it to the ombudsman office. The ombudsman will then investigate your case impartially and provide you with a resolution within eight weeks.
The benefits of using the Arrow Global ombudsman
The Arrow Global ombudsman offers several benefits for consumers who have complaints against the company. These benefits include:
1. Free dispute resolution: There are no charges associated with using the Arrow Global ombudsman service. This means that consumers can access dispute resolution services without incurring any additional costs.
2. Expert investigation: The Arrow Global ombudsman has a team of experienced professionals with in-depth knowledge of the credit management industry. This ensures that complaints are investigated impartially and professionally.
3. Alternative to court: The ombudsman service offers an alternative dispute resolution to court, which can be a lengthy and costly process.
4. Faster resolution: The Arrow Global ombudsman aims to resolve complaints within eight weeks, which means that consumers can get a quicker resolution to their disputes.
Conclusion
The Arrow Global ombudsman is a crucial part of the company’s commitment to providing high-quality services to its customers. The ombudsman office offers impartial, fast, and free dispute resolution services and acts as an alternative to court. If you have a complaint against Arrow Global, the ombudsman service is an excellent avenue to explore, as it offers several benefits and ensures that your complaint is investigated and resolved professionally.