Complaints Policy
Last updated: 1 May 2026 · Asterion Recovery Ltd., registered in Ireland
Our commitment
Asterion Recovery Ltd. is committed to providing a professional, transparent, and fair service. We take all complaints seriously and aim to resolve them promptly and honestly. If we have fallen short of that standard, we want to know.
What this policy covers
This policy covers complaints about Asterion Recovery's own conduct — how we communicated with you, the quality of our case assessment, the information we provided, or our handling of your personal data.
It does not cover complaints about the independent specialist you were introduced to. Those are governed by the specialist's own complaints procedure.
How to raise a complaint
To raise a complaint, email info@asterion-rec.com with the subject line "Complaint". Please include:
- Your full name and contact details.
- A clear description of your complaint and the circumstances.
- The date(s) on which the issue occurred.
- What outcome you are seeking.
- Any supporting documentation.
How we handle complaints
Upon receipt of a complaint, we will:
- Acknowledge receipt within two business days.
- Investigate the complaint thoroughly and impartially.
- Provide a substantive written response within 15 business days.
- Explain our findings clearly, including what happened and what we will do to address it.
Escalation
If you are not satisfied with our response, you may escalate to the relevant national consumer protection authority in your country of residence. In Ireland, this is the Competition and Consumer Protection Commission (CCPC).
For data protection complaints, contact the Irish Data Protection Commission at dataprotection.ie or the UK ICO at ico.org.uk.
Record keeping
We maintain a record of all complaints received and our responses for five years. We review complaints data quarterly to identify systemic issues and improve our processes.
Questions about the complaints process
Common questions about how we handle complaints.
How quickly will you respond?
We acknowledge all complaints within two business days and aim to provide a full substantive response within 15 business days. If we need more time we will let you know why.
What if my complaint is about the specialist, not about you?
We will help you identify the right channel — the specialist's own complaints procedure, their bar association, or their professional regulator.
Can I complain about how you handled my personal data?
Yes. Data-related complaints can be raised with us directly or with your national data protection authority. In Ireland that is the Data Protection Commission; in the UK, the ICO.
I think I was contacted by someone pretending to be Asterion Recovery.
Contact us immediately at info@asterion-rec.com. Do not send money or share account details. We will help you verify the contact and report it if necessary.
Ready to raise a complaint?
Email us at info@asterion-rec.com with the subject line "Complaint". We acknowledge within two business days and aim to resolve within 15. We take every complaint seriously.