We always aim to provide a high standard of service to every customer. If you are unhappy for any reason with the service we provide to you, we would welcome your feedback and the opportunity to put things right.
It is important to us that all complaints are resolved as quickly as possible. If at any time you are not happy with the service that we have given, please call us on 0161 5435040 email us via our contact form or write to us at:
We aim to resolve your complaint as soon as possible. We may require further information from you to allow us to better understand your concerns – if this is the case we may contact you as part of our investigation. Your complaint will be investigated upon receipt. If your complaint is resolved by our Management Team at the close of 3 working business days following receipt, you will receive confirmation of this.
Should you subsequently remain dissatisfied, we will detail your rights for further escalation. If your complaint remains unresolved after the close of 3 business working days following receipt, we will acknowledge your complaint. Within eight weeks of receiving your complaint, we will send either a final response providing you with the details of our findings, or a written response explaining why a final response is not yet available and an indication of when we expect to be able to provide this to you.
If you are not satisfied with our final response or you wish to escalate this directly, you have the right to complain to the Financial Ombudsman Service (FOS) within six months of the date of the final response. Details of how to do this are set out below. In addition we will provide you with a leaflet when we send our final response detailing how to complain to FOS. Financial Ombudsman Service (FOS)
If our final response does not satisfy your concerns, you have the right to complain to the Financial Ombudsman Service (FOS) within 6 months of the date of the final response. Write to:
The Financial Ombudsman Service,
Telephone: 0800 023 4567 or 0300 123 9123
Insolvency Service If you have a complaint about the way your Individual Voluntary Arrangement has been handled you can inform the Insolvency Service of your concerns. The Insolvency Service has set up a Gateway where consumers can report their complaints – further information is detailed below. You can make a complaint to the Insolvency Service by either:
• Completing the complaint form located on the Gateway: https://www.gov.uk/complain-aboutinsolvencypractitioner
• Print the above form and send it to: IP Complaints, Insolvency Service, 3rd Floor, 1 City Walk, Leeds, LS11 9DA, or email the completed form to firstname.lastname@example.org (as a PDF, for example)
• Calling the Insolvency Service Enquiry line on 0300 678 0015 (Monday to Friday 9:00am -5:00pm)