Member of Begbies Traynor Group Global Advisory

We hope that you will be satisfied with the service that we provide, but we recognise that there may be occasions where you will not be satisfied with the way in which the matter has been dealt with. The procedures below are step-by-step guides to raising your concerns with us. 

General Insolvency Services

All of our correspondence states the Recognised Professional Body (RPB) which governs the Insolvency Practitioner(s) with responsibility for the matter. You are able to complain to that RPB at any time through the Insolvency Complaints Gateway which is accessed through the Insolvency Services' website.

If your complaint relates to a service that has been provided in relation to your personal financial circumstances, as we are the holder of an Interim Permission from the Financial Conduct Authority (Interim Permission number: 624413), you are entitled to complain directly to the Financial Ombudsman Service.

We would hope that before taking your complaint to the Insolvency Practitioner’s RPB and/or the Financial Ombudsman Service that you would allow us to try to resolve the complaint. We have set out below our complaints procedure.

Step 1

In the first instance please address your complaint in writing to the Insolvency Practitioner(s) appointed on the matter. We will acknowledge receipt of your complaint in writing.

We endeavour to respond in writing to all complaints within period of 21 days of receipt. This period of time allows for an investigation of the matters that have been raised if appropriate).

Following receipt of our response 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), please follow step 2.

Step 2

Please write to the Regional Managing Partner for the area where the Insolvency Practitioner(s) appointed on the matter is based. This information can be obtained from the office of the Insolvency Practitioner(s) appointed on the matter. We will acknowledge receipt of your complaint in writing.

We endeavour to respond in writing to all complaints at this level within a period of 28 days of receipt. This period of time allows for an investigation or further investigation of the matters that have been raised (if appropriate).

If you remain dissatisfied with the way in which we have dealt with your complaint please follow step 3.

Step 3

Please write to our Head Office. We will acknowledge receipt of your complaint in writing.

At this level we endeavour to respond in writing to all complaints within a period of 35 days of receipt. This period of time allows for a further investigation of the matters that have been raised (if appropriate).

 

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