Face2Face Contact - Specialist Field Visiting Services

Our letter will provide you with the contact details you need for assistance with your account but you can also: -
  • Use the Contact Us form
  • Write to us at PO Box 4952, Stratford upon Avon CV37 1HA
  • Call us on the number on your letter to be directed to the correct team handling your account
  • Alternatively call us on 01789 413700 and follow the instructions provided
Help and advice
All of our staff are fully trained to deal with customers who find themselves in a vulnerable situation and a range of help can be made available to you. Please contact us for assistance or use the detail below to find the right solution for you.

If you need specialist debt advice the following organisations offer free money advice.

Step Change
www.stepchange.org
Telephone 0800 138 1111
Lines are open 8am to 8pm Monday to Friday

National Debtline 
www.nationaldebtline.org
Telephone 0808 808 4000
Lines are open 9am to 9pm Monday to Friday
and 9.30am to 1pm Saturday

If you are looking for general independent advice you can contact the Citizens Advice Bureau
www.citizensadvice.org.uk

Support Schemes
If you are on a low income and/or are struggling to pay your bills, you may be entitled for involvement in one of the payments support schemes that our Utility clients provide. For more information, please contact us with your account details, or visit the website of your gas/electricity/water supplier which will provide various self help links to the relevant schemes.

If you need to make a complaint

If you are a customer and you need to make a complaint please call us or email customerservices@face2facecontact.co.uk and tell us what the problem is. We need to know so that we can put matters right.

You can also write to us at our registered address.

How we will handle your complaint
We will deal with your complaint as quickly as possible and in the majority of cases we will be able to do this within 10 business days of receipt. If we do need more time you will be notified.

Our initial response to you will give you all the information you need on how your complaint will be handled. Our final response will provide you with full details of the Alternative Dispute Resolution (ADR) organisations available to you should you not be satisfied with our decision. These organisations can also be accessed using the following links. 

www.financial-ombudsman.org.uk 
www.ccwater.org.uk 
www.ombudsman-services.org/energy

As a member of the Credit Services Association (CSA) we follow their code of conduct and if you feel you have not been treated fairly by us you can refer your complaint directly to the CSA. 

www.csa-uk.com

Data Protection and Subject Access Requests
You have the right to get a copy of the information that is held about you. This is known as a subject access request.

This right of subject access means that you can make a request under the Data Protection Act to any organisation processing your personal data. To obtain more information regarding this process you can use the link below or email us at customerservices@face2facecontact.co.uk 

www.ico.org.uk

Feedback on our service
We are always interested to hear any feedback you may have on the service you have received, so please don't hesitate to get in touch through our Contact Us page.

Accreditations

TCG ISO
TCG ISO, UVDB Registered, 2016 ROSPA Gold Award
CSA, We are a Living Wage employer, We Support The Global Compact

Face2Face Contact Limited
16 Shottery Brook Office Park,
Timothy's Bridge Road
Stratford-upon-Avon
Warwickshire CV37 9NR

T. 01789 413 700
F. 01789 417 899
info@face2facecontact.co.uk