General Insolvency Services
All of our correspondence states the Insolvency Practitioners Association which governs the Insolvency Practitioner(s) with responsibility for the matter. You are able to complain to the Insolvency Practitioners Association at any time through the Insolvency Complaints Gateway which is accessed through the Insolvency Services’ website here.
If your complaint relates to a service that has been provided in relation to your personal financial circumstances, as we are the holder of a Full Permission from the Financial Conduct Authority (Full Permission number: 678781), you are entitled to complain directly to the Financial Ombudsman Service here.
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 a 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 a partner who has not been dealing with your case hitherto. 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).
Step 3
Should we not be able to resolve the complaint to your satisfaction, you are entitled to complain to either the Insolvency Complaints Gateway or Financial Ombudsmen as outlined above.
You are also entitled to try and resolve the complaint or claim through the EU Online Dispute Resolution website here. You can use this platform to try and resolve a dispute arising from services or advice we have provided.
Complaints Gateway details
Insolvency Enquiry Line
insolvency.enquiryline@insolvency.gov.uk
Telephone: 0300 678 0015
Monday to Friday, 9am to 5pm
Alternatively if you’d like to post this form, please print and post together with any supporting evidence to:-
IP Complaints
Insolvency Service
3rd Floor
1 City Walk
Leeds