Company Debt Complaints Procedure
General Insolvency Services
We have set out our complaints procedure below. Hopefully, before taking your complaint further you will attempt to resolve it internally with ourselves.
If we have still not been able to resolve your concerns, you can complain to the Insolvency Practitioners Association at any time through the Insolvency Services’ website here. They will assess your complaint and forward it to the Recognised Professional Body (RPB) we are registered with.
If your complaint relates to a service that has been provided in relation to your personal financial circumstances, as we are the holder of a Full Permission from the Financial Conduct Authority (Full Permission number: 678781), your best course of action is to make your complaint directly to the Financial Ombudsman Service here.
Our Step by Step Complaints Procedure
Step 1
As a first step, please address your complaint in writing to the Insolvency Practitioner(s) appointed on the matter. We will acknowledge receipt of your complaint in writing and respond in writing within a period of 21 days from receipt. This period of time allows us to conduct an in depth investigation of what has transpired.
Once you have received our reply, if you do not consider that your complaint has been dealt with adequately or fully, or where you do not wish to complain to the Insolvency Practitioner(s) you’ve been dealing with directly, please follow step 2.
Step 2
Please write to a partner who has not been dealing with your case hitherto. We will acknowledge receipt of your complaint in writing.
At this level, we commit to responing n writing to all complaints at this level within a period of 28 days of receipt. This period of time allows for a further investigation of the matters that have been raised (where appropriate).
Step 3
Should we not be able to resolve the situation to your satisfaction, you are entitled to complain to either the Insolvency Complaints Gateway or Financial Ombudsmen as outlined above.
You are also entitled to try and resolve the complaint or claim through the EU Online Dispute Resolution website here. You can use this platform to try and resolve a dispute arising from services or advice we have provided.
