Any expression of dissatisfaction about the provision, or failure to provide, a financial service and complaints handling procedure which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience is treated as a complaint. This includes correspondence in writing and that made during the course of verbal communication. Where any customer expresses concern about the service, steps will be taken to resolve that matter and it will be treated as a complaint.
Complaints may be received directly from customers or from third party representatives. In the event of any complaint the matter must be recorded and logged, and referred to the nominated complaints handler in accordance with the complaint handling process
Any complaint received from a third party representative such as Trading Standards or the Citizens Advice Bureau will be immediately referred to the nominated complaints handler.
The following complaints procedure is made available to every customer upon request, is published on the company’s website, and is included in summary form in our customer documentation.
We are committed to resolving complaints as quickly as possible. In the unlikely event that you wish to make a complaint, please put this in writing and send it to the following address:
Complaints Handler,
Insolvency Guidance Group Limited,
30 The Downs,
Altrincham, Cheshire, WA14 2PX
We will reply to your complaint within 14 days of receiving it. Please include your name, any case reference, a description of your concerns and the outcome you are seeking.
The nominated complaints handler will at all times be responsible for the investigation of complaints. Input will be sought from other employees where necessary.
We will retain a log of all complaints received and the outcome. A complaints file will be created for each complaint, reference to the log, and which will contain all communication with complainants, the actions taken to investigate the complaint, the findings and a copy of the final response to the complainant.
Upon completing the investigation of a complaint the nominated complaints handler shall conduct a root cause analysis of the complaint to ascertain the cause of the complaint and the risk of that cause reoccurring.
Each month our nominated complaints handler shall submit to the board a report detailing the number of complaints received, the resolution or otherwise of those complaints, and sufficient analysis to enable the board to understand the causes of those complaints including any trends which may exist within those complaints.
We will maintain a complaints register which will be the subject of periodic review. A lack of complaints recorded may indicate that staff do not recognise what a complaint is or have concerns that recording a complaint may reflect negatively upon themselves. Our management will make clear that complaints play a positive role in furthering us and may be seen as a valuable tool for future product or service development.
Please raise your complaint with Insolvency Guidance Group Limited first, so we have an opportunity to investigate and respond.
If you remain dissatisfied with our response to a complaint about our insolvency practitioner’s professional work, you can submit your complaint through the Insolvency Service’s Complaints Gateway:
Complain through the Insolvency Service’s Complaints Gateway
The Gateway assesses complaints and refers appropriate matters to the practitioner’s authorising body. Sharon Witley is licensed as an insolvency practitioner in the UK by the Insolvency Practitioners Association.
The Gateway generally considers matters arising within the past three years, or older matters where evidence first came to light within that period.
If your complaint concerns a third-party provider, please contact that provider using its complaints procedure. Its response should explain any applicable external escalation route.