It is our goal to provide an excellent service. However, if for any reason you wish to contact us because you are in some way dissatisfied with the service we have provided then the complaints procedure described below is the way to ensure that we resolve complaints quickly and satisfactorily. This procedure also helps us to further improve the quality of our service.
What our complaints procedure covers
Our complaints procedure covers complaints which you may wish to make with regard to the service we have provided.
How to make a complaint
If a party is not satisfied with any work undertaken by Bridgewood, or its members of staff, they should set out in writing the nature of the complaint and address this to:
The Compliance Department
Bridgewood
Cumberland House
35 Park Row
Nottingham
NG1 6EE
Please note, expressions of dissatistfaction will not necessarily be treated as a formal complaint unless they are expressly stated as such.
How we will handle your complaint
The Compliance Department will consider the contents of your complaint. We may need to contact you for further information in order to better understand your position. We will conduct a full investigation into the points raised and discuss the details of your complaint as appropriate.
If the investigation into your complaint is still ongoing after 4 weeks, we will write to you again setting out the reasons why more time is required to investigate, and provide a timescale within which you can expect a final response.
We intend to fully investigate and provide a final response to all complaints within 8 weeks. If in exceptional circumstances we are unable to do this, we will write to you providing a timescale within which you can expect a final response.
If you remain unhappy following our final response
If for any reason you feel your complaint has not been adequately resolved, you may complain directly to the Insolvency Service.
The Insolvency Service run a single-entry point complaints gateway for complaints about Insolvency Practitioners.
The details are as follows:
W: https://www.gov.uk/complain-about-insolvency-practitioner
E: [email protected]
T: 0300 678 0015
A complainant is encouraged by the Insolvency Service to seek to resolve the complaint with the relevant Insolvency Practitioner prior to submitting a complaint to the Complaints Gateway.
Professional Indemnity Insurance
In accordance with the disclosure requirements of the Services Regulations 2009, our professional indemnity insurer is Travelers Insurance Company Limited of 61-63 London Road, Redhill, Surrey, RH1 1NA. The territorial coverage is worldwide excluding professional business carried out from an office in the United States of America or Canada and excludes any action for a claim brought in any court in the United States of America or Canada.
