Complaints
If something has gone wrong.
Whether you hired us or you are the one being chased, this page is for you. It says who reads a complaint, how long we take, and what happens if you are struggling rather than unwilling.
Last updated 4 August 2026 · Quezzies Ltd trading as Hound
01
If you are being chased and cannot pay
Reply to the message. Any reply stops everything straight away and puts it in front of a person. That is built into the system, not a favour, and it happens before anyone reads what you wrote.
You do not have to explain yourself, and you do not have to prove anything. If you tell us you are unwell, bereaved, out of work or struggling, that is the end of the enquiry. We will not ask for evidence, we will not ask for detail, and we will not start again on a timer.
A person reads it the same day where there is any sign you are having a hard time. They will then either stop for good, agree a date with you and leave you alone until then, or point you at free help.
Free debt advice, from people who are not us and have nothing to sell: National Debtline on 0808 808 4000, or StepChange. We will never charge you for anything, and we are not debt advisers.
02
If you think the money is not owed
Say so, in a reply. A disputed invoice is never put into a chase sequence: that is a rule in the software, not a decision someone makes about you. It goes back to the business that says you owe them, and to a person here.
Being chased for something you have already paid is our fault or our client's, and either way it is not yours to sort out.
03
How to complain
Write to accounts@hound.credit, or to privacy@hound.credit if it is about your personal data. A reply to any message we sent you counts as a complaint. You do not have to use the word.
- We acknowledge within two working days.
- We answer properly within ten.
- Nothing else goes out to you while a complaint is open, because your reply already stopped it.
Tell us what happened and what you want done. If we got it wrong we will say so plainly, tell you what has changed, and stop.
04
If you are not happy with our answer
We are a credit control service, not a regulated financial firm, so there is no ombudsman for this and we will not pretend otherwise. Depending on what it is about:
- Your data: the Information Commissioner's Office, ico.org.uk/make-a-complaint , 0303 123 1113. You do not have to come to us first.
- How you were treated: Trading Standards, through Citizens Advice on 0808 223 1133.
- Anything you consider harassment: take your own legal advice. We would rather you did that than let it sit.
05
What we will not do
- Contact you more than once a week, ever.
- Carry on after you have replied, until a person has read it.
- Mention court, bailiffs, enforcement or your credit file, because none of those are steps we take.
- Ask you for medical evidence, or for detail you do not offer.
- Let the business you owe overrule a decision we make about your wellbeing.