Complaint Handling Procedure

We always want to provide the best possible service for our customers but recognise that sometimes you might be disappointed with our service. If you are dissatisfied with the service we have provided to you, you can make a complaint.

 To make a complaint, please contact us using the information provided below. We will then review your complaint and provide you with our response. If you are not satisfied with the response we have provided, you can escalate the complaint to the Financial Ombudsman Service for a final decision.

 

How to make a complaint

 

If you wish to make a complaint about our service, you can do so:

 By emailing us at: [email protected]

By calling us on: 01772 925222

By post to: Suite 16f. The Beehive, Lions Drive, Blackburn, BB1 2QS

 

Information to provide when making a complaint

 

We aim to resolve your complaint as quickly as possible. To help us do this, please provide the following when making your complaint:

  1. Your name;
  2. A description of why you are dissatisfied;
  3. What you would like us to do to put things right; and
  4. A phone number and email address that we can reach you on.

 

What happens after making a complaint?

 

Shortly after receiving your complaint, we will send you an acknowledgement letter, letting you know that we’ve received the complaint and that we are looking into it. You should usually receive this within 5 working days. We will also let you know when you should receive our response, which will be within 8-weeks from the date you made your complaint.

 

Our response

 

Before we respond to your complaint, our complaint handler will investigate the circumstances surrounding your complaint and which led to it being made. They will look at why you have made your complaint and investigate what might have gone wrong. We will then seek to keep you updated on the progress of your complaint up to the time when you receive our response. Then, within 8 weeks from the date of your complaint, our complaint handler will send you either:

 

  1. A final response addressing the complaint and outlining your right to appeal to
  2. A written response which explains why we are not in a position to make our final response, giving reasons for the further delay, indicating when we expect to be able to provide our final response.

Within our final response, we will either:

 

  • Accept the complaint and, where appropriate, offer redress or remedial action;
  • Offer redress or remedial action without accepting the complaint; or
  • Reject the complaint and gives reasons for doing so.

 

IF YOU ARE UNHAPPY WITH OUR RESPONSE

 

If you remain unhappy with our response, you can contact the Insolvency Service Gateway as per the details below.

 

England, Scotland, Wales

IP Complaints Insolvency Service 3rd Floor 1 City Walk Leeds LS11 9DA 

Telephone: 0845 602 9848
Email[email protected]

If you live in England, Scotland or Wales

If your complaint relates to an IVA in England or Wales or a Trust Deed in Scotland and you remain dissatisfied with our final response then you can contact the Insolvency Complaints Gateway which is operated by the Insolvency Service. They will record your complaint and forward it onto the relevant regulator.

Northern Ireland

Northern Ireland IP Complaints Insolvency Service 3rd Floor, 1 City Walk Leeds LS11 9DA 

Telephone: 0845 602 9848
Email[email protected]

Required Complaint Form can be found on their website: www.bis.gov.uk

If you live in Northern Ireland

If your complaint relates to an IVA in Northern Ireland and you remain dissatisfied with our final response then you can contact the Insolvency Gateway.

Contact Financial Ombudsman Service

Financial Ombudsman Service, Exchange Tower, London, E14 9SR 

Telephone: 0300 123 9123 or 0800 023 4567
Email[email protected]
Websitewww.financial-ombudsman.org.uk

Each customer also has the right to make their complaint to the Financial Ombudsman Service within 6 months of the final response. They can consider complaints about a wide range of financial matters. They are completely impartial and their service is free to consumers.

They aim to resolve the majority of complaints within 6 to 9 months. A customer does not have to accept any decision they make, they are always free to go to court instead. But if they accept an ombudsman’s decision, it is binding on both them and the business concerned.

However, for IVAs and Trust Deeds they can only investigate where your claim relates to the initial advice provided, they cannot investigate complaints relating to the set up or administration of your IVA or Trust Deed. These should be directed to Insolvency Complaints Gateway as detailed above.