Our Commitment to You
AABRS® Limited is committed to providing a high-quality, professional service to all our clients. All of our Insolvency Practitioners are bound by the Insolvency Code of Ethics when carrying out professional work in connection with an insolvency appointment.
We value all feedback, and if something goes wrong or you are dissatisfied with our service, we need you to tell us about it. This will help us to improve our standards and ensure we are providing the best possible service. We will handle any complaint positively, professionally, and in a timely manner.
How to Make a Complaint
If you have a complaint, please contact us with the full details by emailing: complaints@aabrs.com.
To help us investigate your complaint as efficiently as possible, please include the following information in your email:
- Your full name and contact details.
- A clear description of your complaint.
- Details of what you would like us to do to put things right.
- Copies of any relevant documents or correspondence.
Our Complaints Process
- Acknowledgement: We will send you a written acknowledgement of your complaint within five business days of receiving it. This acknowledgement will confirm who is handling your complaint.
- Investigation: We will then start to investigate your complaint. If your complaint is about a member of staff involved in your case, it will be investigated by one of the appointed Office Holders. If your complaint is about one of the Office Holders, it will be investigated by another Insolvency Practitioner within the firm to ensure an impartial review.
- Response: We aim to provide you with a full written response to your complaint within 20 business days of our acknowledgement. This response will explain the findings of our investigation and what we propose to do.
If You Are Not Satisfied
Internal Escalation
If you are unhappy with our initial response, you may request in writing that the matter is reviewed by a Director. The Directors will consider your request and the initial findings. If they feel that your complaint may have merit, appropriate action will be taken. If the Directors conclude that no further review is necessary and you still wish to take the matter further, you should consider escalating it externally.
External Escalation
If you remain dissatisfied after our final response, or following a request for an internal escalation, you can refer your complaint to the Insolvency Service’s Complaints Gateway by:
- Calling the Insolvency Service Enquiry Line on 0300 678 0015
- Completing the online complaints form at www.gov.uk/complain-about-insolvency-practitioner
- Posting the online complaints form to: IP Complaints, Insolvency Service, 3rd Floor, 1 City Walk, Leeds, LS11 9DA
We will keep a record of your complaint and use the information to help us improve our services.