Complaints process
Each of our customers are important to us. We believe you have the right to a fair and courteous service at all times. When you are not happy with the service we have provided we want to ensure your feedback is dealt with promptly, fairly and in a positive manner. If you feel dissatisfied with the service you have received then we would like to hear more about it so that we can look to improve in the future. Please contact BW Legal to discuss any concerns you may have so we may take the necessary actions required.
* Please note that BW Legal are authorised to handle complaints on behalf of PRAC Financial. You may be contacted by BW Legal regarding your complaint.
A copy of our complaints procedure is available below:
PRAC Financial Complaints Procedure – Consumer Credit
PRAC FInancial Complaints Procedure – Non-Consumer Credit
Consumer debt is personal debt taken on to purchase goods and services. A credit card is one form of consumer debt. Although any type of personal loan could be labelled consumer debt, the term is usually used to describe unsecured debt that is taken on to buy everyday goods and services. It is not usually used to describe the purchase of a house, for example, which is considered a long-term investment and is usually purchased with a secured mortgage loan. Consumer debt is also known as consumer credit.
Most types of consumer debt in the UK are regulated by the Consumer Credit Act 1974.
Examples of Consumer Debt include:
- Overdrafts
- Personal Loans
- Store card debt
- Credit Card Debt
- Catalogue Debt
- Hire Purchase Debt
- Car Finance Debt
Contract Debt
When you sign up for services like a gym, mobile phone or TV or broadband internet package, you’ll usually enter into a contract for minimum period.
Parking
Any unpaid Parking Charge Notices (PCNs) which arise from use of a private car park and failing to abide by the terms and conditions of use of the car park as displayed on signage.
These should not be confused with parking fines issued by the local authority.
Government Debt
Council tax, child maintenance, benefit overpayments and tax debts to HMRC (Her Majest’s Revenue and Customs) are all debts owed to government departments or local authorities.
These are usually priority debts as the consequences of falling behind or not paying is often more severe than other types of consumer credit debts.
Utilities
These are your gas, electric and water bills.
Credit Unions
Most credit unions lend money direct to borrowers where the interest rate charged does not exceed the statutory cap. This type of lending is exempt and is not a regulated consumer credit activity.
Commercial Debt
These are debts owed by businesses, there are different types of business debts but these are not considered as consumer debt.
Un-Regulated hire purchase agreements
Some hire purchase agreement, usually over a certain value, are not regulated as consumer debt. If the agreement is not regulated it will usually be stated in the contract.
How can I make a complaint?
You can make a complaint about us directly to BW Legal. You can contact BW Legal through:
https://www.bwlegal.co.uk/help/contact-us
BW Legal, Enterprise House, 1 Apex View, Leeds, LS11 9BH
Can I refer to the Financial Ombudsman Service (FOS)?
This depends on the type of debt that you have. If you have a Consumer Credit Debt you may have the right to refer your complaint to the Financial Ombudsman Service (FOS) free of charge but you must do so within six months of your final response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if it believes that the delay was as a result of exceptional circumstances. You can access further information at www.financial-ombudsman.org.uk
A copy of the Financial Ombudsman Service’s explanatory leaflet ‘Your Complaint and the Ombudsman’ is either available from us or at: http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm
Exchange Tower
London
E14 9SR
Can I refer to the Legal Ombudsman?
No, the Legal Ombudsman does not have jurisdiction to consider your complaint. They can only consider complaints about services BW Legal have provided to its clients.
Can I refer to the Energy Ombudsman?
No, the Energy Ombudsman does not have jurisdiction to consider your complaint about us because we are not an energy provider.
Complaints publication report
We, at Prac Financial, take every complaint seriously. We invest heavily in keeping our staff development focused on customer needs so we can be confident that all call and correspondence handling ensures that customers are treated fairly throughout our collections process. When we or our clients make a mistake, we act quickly to fix the problem and identify the root cause.
We aim to resolve all Level 1 complaints (oral expressions of dissatisfaction) within three working days, and any level 2 complaints (written complaints and any escalated level 1 complaints) that follow our formal complaints process, within eight weeks. If Level 2 complaints remain unresolved after eight weeks or if the customer is dissatisfied with our final response, they may have the option to refer the complaint to the Financial Ombudsman Service (FOS). The FOS also reports on the number of financial services complaints regulated firms receive.
The Financial Conduct Authority requires that all financial service firms report and publish UK FCA reportable consumer credit complaints on an annual basis. A complaint is “any oral or written expression of dissatisfaction, whether justified or not”. We also have to treat that expression of dissatisfaction as a complaint whether it is about Prac Financial Limited or about one of our creditor clients.
We set out below the complaints data which the FCA require us to publish. The following is of further note:
- We receive complaints in only 0.00 per 1000 cases under Prac Financial’s management
Prac Financial Limited
Period 01/01/2025 to 30/06/2025
| Product/Service Grouping | Provision (at reporting period end date) | Intermediation (within the reporting period) | Number of Complaints opened | Number of complaints closed | Percentage of complaints closed | Percentage closed within 3 days | Percentage Upheld | Main Cause of complaints |
|---|---|---|---|---|---|---|---|---|
| Credit Related | per 1000 Accounts (0.00) | N/A | 1 | 1 | N/A | N/A | 0% | N/A |
You can write to us at:
PRAC Financial Limited
F10 Longfields Court
Middlewoods Way
Wharncliffe Business Park
Barnsley
S71 3GN
