Effective from August 3rd, 2020
How we will deal with your complaint
We aim to resolve your complaint as soon as possible. Sometimes things take a little more time. Please find below the process that we will adhere to respond to your query.
Within 3 working days:
We appreciate that time is often of the essence when a customer is dissatisfied enough to make a complaint and so we aim wherever possible we will seek to resolve all complaints within 3 working days of you making it.
Within 5 working days of receipt of your complaint:
If we are unable to resolve your complaint within 3 working days of receiving it, an acknowledgement letter will be issued within 5 working days of receipt of your complaint, to let you know that your complaint is being dealt with and to provide you with contact details of the person dealing with it.
Within 4 weeks:
If the complaint is still being investigated 4 weeks after receipt, we are obliged to send you a further response to let you know what is happening. This letter should detail either:
- The reasons why more time is required to investigate your response and how long it will be before you should expect to receive a final response (within a maximum of another 4 weeks).
Or,
- The final response from us. This will include the findings from our investigation.
Within 8 weeks:
We are obliged to have fully investigated your complaint and provide you with the details of our findings – this is our final response.
Hopefully, this would be a mutually satisfactory response, and the matter will be concluded.
Your Rights:
We hope the response to your complaint from the Insolvency Practitioner is satisfactory. If this should not be the case, you remain free at all times to seek independent advice.
Insolvency Gateway
If 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 on to the relevant regulator. Complaints can be made to the Insolvency Service by email, phone, post or by completing an online form.
Details of how to make a complaint, along with contact information for the Insolvency Service, are available at Insolvency Complaints Gateway, located at https://www.gov.uk/complain-about-insolvency-practitioner.
For Northern Ireland residents, information about making a complaint can be found at www.economy-ni.gov.uk/articles/making-complaint-against-insolvency-practitioner
How and Where to Complain?
If you are not satisfied with any aspect of the service you have received from us, you can tell us about your complaint in the following ways:
IN WRITING: Write to us at – The Insolvency Group Limited, Crescent House, Lever Street, Bolton, BL3 6NN
BY TELEPHONE: Call us on 0161 543 2310, option 5
BY EMAIL: Email us at info@theinsolvencygroup.co.uk
How Long Will It Take?
We aim to resolve your complaint immediately if possible, and within 3 working days, but if we can’t then we will write to you within five business days of receipt of your complaint, to confirm:
- Receipt of your complaint
- Who is dealing with your complaint, and
- When we will contact you again
We will aim to resolve your complaint within the timescales above, but this may take longer if it is complex. We will issue a final response within eight weeks of receipt of your complaint or write to request more time.