It is our goal to provide you with an excellent service. However if, for any reason, you wish to contact us because you are in some way dissatisfied with the services we provide to you, then the complaints procedure described below is in place 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 to you, in particular, the manner in which we have dealt with you and the information we have provided to you about our dealings on your behalf.
How to make a complaint
If you are unhappy with the service we have provided to you, you should in the first instance discuss the situation with us. We will attempt to resolve the complaint immediately, however if we are unable do this, and provide a response to you by the close of business the following day, we will write to you within 5 working days to explain how your complaint will be handled.
Writen complaints should be sent to:
The Complaints Department
Bridgewood
Cumberland House
35 Park Row
Nottingham
NG1 6EE
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 providing a timescale within which you can expect a final response.
We are obliged 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. You may at this time refer your complaint to the Financial Ombudsman Service if you are unhappy with the delay.
If you remain unhappy following our final response
If you remain unhappy with our final response, you may be eligible to refer the matter to the Financial Ombudsman who will review your complaint. You must to do this within six months of our final response.
Financial Ombudsman Service
We will include with our final response a copy of the Your complaint and the ombudsman leaflet which explains your rights and how to refer your complaint to the Fiancial Ombudsman.
You may also contact the Financial Ombudsman Service directly using the following details:
- Email:
- complaint.info@financial-ombudsman.org.uk
- Phone:
- 0800 023 4567 (Monday to Friday 8am to 8pm, Saturday 9am to 1pm)
- Post:
- The Financial Ombudsman Service
Exchange Tower
London
E14 9SR - Online:
- www.financial-ombudsman.org.uk
The Insolvency Gateway
If you are a client with us you may also complain to the regulatory body that licences our insolvency practitioners.
Any such complaints should be addressed to The Insolvency Service, IP Complaints, 3rd Floor, 1 City Walk, Leeds, LS11 9DA, and you can make a submission using an on-line form available at www.gov.uk/complain-about-insolvency-practitioner; or you can email ip.complaints@insolvency.gsi.gov.uk; or you may phone 0300 678 0015 – calls are charged at up to 12p per minute from a land line, or for mobiles, between 3p and 45p per minute if you’re calling from the UK.
Your Rights
We hope that you will accept the decision of our Compliance Department. If this should not be the case, you remain free at all times to seek independent advice.
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.
