Version 1.0. Last updated 19 October 2026. This procedure is operated by Harrison Murray trading as DuePaid ("DuePaid", "we", "us" or "our"). Our address is shown on our Contact and legal details page on the website.
1.1 We want to hear when we have got something wrong. A complaint tells us where our service, our messages or our conduct have fallen short, and it gives us the chance to put matters right. We treat every complaint seriously, we deal with it in writing, and we deal with it fairly, whoever it comes from and however it is expressed.
1.2 This procedure applies to anyone who is unhappy with DuePaid. That includes our clients, directors and staff of a company we have contacted on behalf of a client, prospects who have received an email from us, and visitors to our website. It covers the way we have behaved, the accuracy of what we have said, the way we have handled personal data, and the standard of service we have provided.
1.3 A complaint is an expression of dissatisfaction about us or our work. It is different from a dispute about whether an invoice is owed, which is dealt with in section 9. If you are not sure which applies to you, tell us what has happened and we will work out how to deal with it. You do not need to use any particular words for your message to be treated as a complaint.
2.1 The simplest way to complain is by email to [email protected]. You can also write to us at the address shown on our Contact and legal details page. Email is quicker and creates a clear record for both sides, but a letter will be treated in exactly the same way.
2.2 To help us look into the matter properly, please give your name, the name of your company, a way for us to reply to you, the invoice reference if you have one, and a clear description of what went wrong, including dates and anything you would like us to do about it. If you cannot provide all of this, please send what you have. We will ask for anything further that we need and we will not reject a complaint for being incomplete.
2.3 Complaints are free. You do not need a solicitor or other adviser, although you are welcome to ask someone to complain for you, in which case we may ask for written confirmation that they have your authority. We will accept a complaint made at any time, but the sooner you tell us, the easier it is for us to investigate and to correct a mistake.
3.1 We will acknowledge your complaint in writing within 2 working days of receiving it. The acknowledgement will confirm that we have your complaint, summarise it in our own words so that you can correct any misunderstanding, tell you who is dealing with it, and set out when you can expect our final reply.
3.2 If your complaint concerns our conduct on a debt, we will pause contact with you on that debt from the day we receive the complaint while we look into it. The pause will last for no more than 10 working days, so that the matter is not left unresolved indefinitely. If the complaint concerns a debt, we will also tell the client we act for in writing within 2 working days, because the client has an interest in how its debt is handled.
4.1 A person will review every complaint. We do not answer a complaint without looking at the facts. We will read the messages we sent, the checks that were carried out before they were sent, the records of any replies and decisions, and what the person complaining has told us, and we will compare these against our Collections Conduct Policy and our Privacy Notice.
4.2 We aim to complete our investigation within 10 working days of receiving the complaint. If we need information from you, from our client or from one of our service providers, we will ask for it promptly and in writing. We will keep an open mind, and where the evidence is unclear we will say so and explain how we reached our view rather than overstating our certainty.
4.3 The complaint will be reviewed by someone who was not involved in the matter complained about wherever that is possible. Because we are a small business, this is not always achievable. Where the same person must carry out the review, we will record that, and the review will be checked against the written records instead of relying on recollection.
5.1 We will send our final response in writing within 15 working days of receiving your complaint. It will set out what we looked at, what we found, whether we uphold the complaint in whole, in part or not at all, and the reasons for that decision. It will be written in plain language and it will deal with each point you have raised.
5.2 If we uphold the complaint, our reply will say what we will do to put things right, including any change to our templates, checks or rules, and will include an apology where one is due. We may offer a remedy that is reasonable in the circumstances, and we will explain what it is and when it will be provided. We will not promise anything that is outside our control.
5.3 If we are unable to reply fully within 15 working days, we will tell you before that deadline, explain why more time is needed, and give you a date by which you will receive our final reply. We will not leave you without an update. Our reply will also explain what you can do if you remain unhappy, as set out in section 6.
6.1 If you are not satisfied with our final response, you may ask us to review it again. Reply to our email within 30 days of receiving it and explain why you disagree. Where we can, a different person will carry out the review, and we will give you our answer in writing within 10 working days.
6.2 If your complaint is about how we have used your personal data, you can complain to the Information Commissioner's Office, the UK's data protection regulator, at any time and without first using this procedure. The website is ico.org.uk and the helpline number is 0303 123 1113. The ICO can consider whether we have complied with data protection law.
6.3 We are not a member of an ombudsman scheme, and we do not want to give the impression that one is available. You are free to take independent legal advice at any time. Nothing in this procedure limits your legal rights, including your right to go to court, and the time limits for any legal claim continue to run while a complaint is being considered.
7.1 Making a complaint will never affect how we treat you. We will not ignore a complaint, answer it without review, or contact you in a way that puts pressure on you because you have complained. If you are a client, your service will continue as normal while we consider your complaint.
7.2 If you complain about the way a debt has been chased, we will not use your complaint as a reason to escalate. We will not add anything to a message to put you under pressure, and we will not disclose your complaint to anyone other than those who need to know in order to deal with it, such as the client concerned. The client may then decide how to proceed with the debt in line with the law.
8.1 We will make reasonable adjustments if you need them in order to complain. If you tell us that you are unwell, bereaved, or in distress, or that you find it difficult to communicate in writing, we will pause contact on any debt that concerns you, record what you have told us, and tell the client where it concerns a debt. We will use plain language and allow you sufficient time to respond.
8.2 You can ask us to send our correspondence in a different format or to a different contact within your company, and we will do so where we reasonably can. We will not ask for more personal information than is needed to deal with your complaint, and we will treat what you tell us as confidential, subject to what the law requires.
9.1 A complaint is not the same as a dispute about whether money is owed. If you tell us that an invoice is wrong, has been paid or is not due, we will stop chasing, record the reason, and tell the client in writing on the same working day. The client will deal with the substance of the dispute and respond to you directly. We do not decide whether the debt is payable.
9.2 Disputes about the debt itself follow the process in our Collections Conduct Policy, and not the complaint pause in section 3. You may still complain about how we behaved in relation to the debt, and we will deal with that complaint under this procedure while the client deals with the dispute. Raising both at once will not weaken either.
10.1 We keep a record of every complaint, including the date it was received, what was said, who looked at it, what we found, the outcome, and any remedy offered. These records are held securely and kept for 12 months after the case to which they relate closes, or for 6 years where they are needed for the law, a fee dispute or a claim, after which they are deleted. We use them only to deal with complaints, to improve our service and to show how we have acted.
10.2 We review all complaints each month, together with any patterns across them, such as the same template or check giving rise to repeated concerns. Where needed we change our templates, checks or rules, and we record what has been changed and why. Every complaint is reported to Harrison Murray, who is responsible for DuePaid and for the operation of this procedure.
10.3 We review this procedure every 6 months, after any significant complaint, and when the law changes. The current version is published on our website. Questions about it can be sent to [email protected].