Our Complaints Process

4 minutes Complaints and Support

SAPI is committed to resolving complaints fairly, transparently, and promptly. This article explains our internal complaints handling process, timelines, and how we ensure complaints are taken seriously.

At SAPI, we believe in:

Grit - We take complaints seriously and see them through to resolution
​Integrity - We investigate thoroughly and admit mistakes when we make them
​Empathy - We understand complaints arise from genuine frustration and treat customers with respect
​Ambition - We use complaints to improve our service for everyone

When you submit a complaint to [email protected]:

You'll receive:
- Acknowledgment email confirming receipt
- Complaint reference number (e.g., "COMP-2025-001")
- Name and contact details of complaints handler
- Expected timeline for full response (usually 15 business days)

Assigned complaints handler:
- Senior Customer Service or Operations team member
- Independent from the team/person you're complaining about
- Has authority to investigate and propose resolutions

What we do:
- Review all relevant records (call logs, emails, transaction data, system logs)
- Interview staff members involved
- Verify facts and timeline
- Assess whether SAPI acted fairly and in accordance with agreements
- Identify any errors, process failures, or misconduct

You may be contacted:
- For clarification on specific points
- To request additional evidence
- To discuss potential resolutions

Complex cases: May take up to 8 weeks. We'll notify you if additional time is needed and provide interim updates.

SAPI determines:
- Whether complaint is upheld, partially upheld, or rejected
- Root cause of the issue
- Appropriate remedy (if complaint upheld)
- Process improvements needed to prevent recurrence

You'll receive a detailed final response letter including:

Summary of complaint:
Recap of your complaint in our own words (to confirm we understood correctly).

Investigation findings:
Facts established, evidence reviewed, what we found.

Decision:
Upheld, partially upheld, or rejected—with clear reasoning.

Resolution (if upheld):
- What SAPI will do to fix the issue
- Timeline for implementing fixes
- Compensation (if applicable)
- Apology (if appropriate)

Your rights:
Information about escalation options if you're dissatisfied.

When SAPI's error caused you financial loss:

Examples:
- Refund overcollection (if we collected more than owed)
- Reimburse bank charges (caused by our error, e.g., wrong collection date)
- Waive fees (if fees were applied unfairly)
- Interest on overcollections (if held for extended period)

Not usually provided:
- Compensation for inconvenience (unless exceptional circumstances)
- Punitive damages
- Legal fees (unless formal legal action undertaken)

When SAPI's error affected your account:

Examples:
- Correct balance (adjust to accurate figure)
- Remove arrears status (if entered due to SAPI error)
- Update credit reporting (if negative report was inaccurate)
- Extend settlement quote validity (if our delay caused expiry)

When process or policy failures caused issues:

Examples:
- Staff retraining (customer service, collections)
- Process changes (to prevent similar complaints)
- System fixes (if technical error caused problem)
- Enhanced communication protocols

SAPI commits to:
Explaining what changes we'll make to prevent similar issues for other customers.

For failures in service, communication, or professionalism:

Types of apologies:
- Written apology in final response letter
- Phone call apology from senior management (for serious complaints)
- Public acknowledgment (rare, for systemic failures)

Business days: Monday-Friday, excluding UK bank holidays

If we need more time:
We'll email you explaining why and providing a new expected response date.

Email [email protected] confirming you accept the proposed resolution.

SAPI will:
- Implement agreed actions (refunds, corrections, etc.)
- Provide confirmation once complete
- Close the complaint as "Resolved"

Timeline for implementation: 5-10 business days (depending on action required)

You can:
1. Request internal escalation to senior management ([email protected])
2. Seek external advice (Citizens Advice Bureau, solicitor)
3. Consider legal action (if significant financial harm)

Note: Financial Ombudsman Service may not be available, as SAPI is not FCA-authorised for consumer credit activities.

If you believe the complaint wasn't handled fairly:

Email: [email protected]
​Subject: "Complaint Escalation - [Complaint Reference]"

Include:
- Original complaint details
- Final response you received
- Why you're dissatisfied with the response
- What you believe should happen instead

Timeline: 10-15 business days for escalation review

Reviewer: Senior Operations Manager or Compliance Officer (independent of original complaints handler)

Since SAPI is not FCA-regulated for consumer credit, Financial Ombudsman Service may not be able to help. Alternative options:

Free, impartial advice on business disputes and consumer rights.

Contact:
- Website: citizensadvice.org.uk
- Phone: 0800 144 8848
- In-person: Find your local Citizens Advice office

They can help with:
- Understanding your rights
- Negotiating with SAPI
- Preparing for legal action
- Finding alternative dispute resolution

If SAPI's actions caused significant financial harm and complaints process didn't resolve it:

Options:
- Small Claims Court (for claims under £10,000)
- County Court (for larger claims)
- Commercial dispute solicitor

Before proceeding:
Seek legal advice. Legal action should be a last resort after exhausting SAPI's complaints process.

You have the right to:
- Be treated with respect throughout the process
- Receive regular updates on your complaint status
- Access all information SAPI holds about your complaint
- Request escalation if dissatisfied
- Seek external advice or representation

SAPI will not:
- Retaliate against you for making a complaint
- Accelerate your balance or change terms due to complaint
- Contact you excessively or inappropriately while complaint is being investigated
- Refuse to investigate legitimate complaints

If your complaint relates to collections or arrears handling:

What's acceptable:
- Regular contact (phone calls, emails, letters)
- Firm but professional tone
- Requests for payment or arrangement
- Accurate information about consequences of non-payment

What's NOT acceptable:
- Harassment (excessive calls, threats, abuse)
- Contact at unreasonable hours (before 8am or after 9pm)
- Disclosure of your debt to third parties (except guarantors, legal advisors)
- Misrepresentation (false threats, lies about legal position)
- Pressure tactics (threatening immediate action when not true)

Report unacceptable practices to:
​[email protected] or +44 20 3868 4990 immediately.

Q: Will SAPI take my complaint seriously?
A: Yes. All complaints are logged, investigated, and responded to. Senior management reviews complaint trends monthly to identify systemic issues.

Q: Can I speak to someone about my complaint instead of emailing?
A: Yes. Call +44 20 3868 4990 and ask to speak to the Complaints Team. However, you'll still need to submit a written complaint via email for formal investigation.

Q: What if the complaint is about SAPI's CEO or senior management?
A: Email [email protected]. An independent senior staff member or external advisor will investigate.

Q: Can I record calls with SAPI for complaints evidence?
A: In the UK, you can record calls for your own use without informing the other party. However, if you intend to use recordings as evidence, it's best practice to inform SAPI you're recording.

Q: What if SAPI doesn't respond within the stated timeline?
A: Call +44 20 3868 4990 or email [email protected] to escalate. Failure to respond within reasonable timelines is itself grounds for escalation.

Q: Can I get compensation for stress and inconvenience?
A: SAPI typically provides compensation only for direct financial losses caused by our errors. Compensation for distress or inconvenience is rare and only for exceptional circumstances.

Make a complaint: [email protected] (subject: "FORMAL COMPLAINT")
​Complaint status: +44 20 3868 4990
​Escalate: [email protected]
​External advice: Citizens Advice Bureau (0800 144 8848)

Email: [email protected]

Phone: +44 20 3868 4990

Business Hours: Monday-Friday, 9am-5pm GMT