Complaints procedure

Overview

For the purpose of this procedure, a complaint is defined as any written or verbal expression of dissatisfaction regarding the services provided, whether such dissatisfaction is justified or not.

We aim to deliver a high standard of service at all times; however, we recognise that there may be occasions when you are dissatisfied with how a matter has been handled. This document outlines the process for raising concerns with us.

General Insolvency Services

All formal correspondence identifies the Recognised Professional Body (“RPB”) responsible for regulating the Insolvency Practitioner(s) (“IP”) appointed to your matter. You may at any stage, submit a complaint to the relevant RPB via the Insolvency Services Complaints Gateway, which can be accessed online at: https://www.gov.uk/complain-about-insolvency-practitioner 

Where your complaint relates specifically to services provided in connection with your personal financial circumstances, please note that we hold Permission from the Financial Conduct Authority (“FCA”) (Permission number: 660455). In such cases, you are entitled to escalate your complaint to
the Financial Ombudsman Service (“FOS”) at: https://www.financial-ombudsman.org.uk/ 

Before referring your concerns to an external body, we would appreciate the opportunity to review and resolve the matter internally. Our complaints process is outlined below.

Step One: Contacting the Insolvency Practitioner

In the first instance, please submit your complaint in writing to the Insolvency Practitioner(s) appointed on your case, including in the subject line of your email “Stage One Complaint”.

We will:
• Acknowledge receipt of your complaint in writing.
• Provide a written response within 21 days of receipt, allowing sufficient time for a full investigation where appropriate.

If upon receiving our response, you consider that the matter has not been adequately addressed, please proceed to Step Two. Please note, that your complaint must be handled at Step One before proceeding to Step Two.

Step Two: Contact the Managing Partner

Please submit your complaint in writing to the Managing Partner responsible for the office in which the relevant Insolvency Practitioner(s) is based, including in the subject line of your email “Stage Two Complaint”. This information can be obtained from the Practitioner’s office.

We will:
• Acknowledge your complaint in writing.
• Provide a written response within 28 days of receipt, allowing for further review or investigation as necessary.

If you remain dissatisfied following this stage, please proceed to Step Three. Please note, that your complaint must be handled at Step Two before proceeding to Step Three.

Step Three: Contact the Head of Technical and Compliance

If the matter has not been resolved to your satisfaction, please email the Head of Technical and Compliance at the following email address: [email protected] including in the subject line of your email “Stage Three Complaint”.

We will:
• Acknowledge your complaint in writing.
• Provide a full written response within 35 days of receipt, following a further and final level of investigation.

If after all three internal stages, you remain dissatisfied with the outcome, you retain the right to refer the matter to the appropriate RPB and/or the Financial Ombudsman Service, as applicable.

Debt Arrangement Scheme (“DAS”) Services

You have the right to complaint directly to the DAS administrator at the Accountant in Bankruptcy (“AiB”) and/or the Financial Ombudsman Service (“FOS”). You may complain to the FOS because we hold Permission from the Financial Conduct Authority (“FCA”) (Permission number: 660455) and the
services we provide relate to your personal financial circumstances.

Information about the DAS administrator and the FOS, including their complaints procedure, is available at https://www.aib.gov.uk/ and http://financial-ombudsman.org.uk/ respectively.

If you are unable to access these websites, please contact us by telephone and we will provide the necessary details.

Before raising your concerns with the DAS administrator and/or the FOS, we would appreciate the opportunity to review and resolve the matter internally. Our complaints process is outlined below.

Step One: Contacting the Insolvency Practitioner

In the first instance, please submit your complaint in writing to Kenny Craig who is the Partner responsible for our DAS services, including in the subject line of your email “Stage One Complaint”.

We will:
• Acknowledge receipt of your complaint in writing within 3 business days.
• Provide a written response within 21 days of receipt, allowing sufficient time for a full investigation where appropriate.

If upon receiving our response, you consider that the matter has not been adequately addressed, please proceed to Step Two. Please note, that your complaint must be handled at Step One before proceeding to Step Two.

Step Two: Contact the Managing Partner

Please submit your complaint in writing to Thomas McKay, Managing Partner responsible for our Scottish offices including in the subject line of your email “Stage Two Complaint”. His information can be obtained from the Practitioner’s office.

We will:
• Acknowledge receipt of your complaint in writing within 3 business days.
• Provide a written response within 28 days of receipt, allowing sufficient time for a full investigation where appropriate.

If you remain dissatisfied following this stage, please proceed to Step Three. Please note, that your complaint must be handled at Step Two before proceeding to Step Three.

Step Three: Contact the Head of Technical and Compliance

If the matter has not been resolved to your satisfaction, please write to the Head of Technical and Compliance at the following email address: [email protected] including in the subject line of your email “Stage Three Complaint”.

We will:
• Acknowledge your complaint in writing within 3 business days.
• Provide a full written response within 35 days of receipt, following a further and final level of investigation.

If after all three internal stages, you remain dissatisfied with the outcome, you retain the right to refer the matter to the AiB and/or the FOS, as applicable.