Complaints policy

We aim to provide a professional service. If you are dissatisfied with our service or the conduct of work carried out by a member of our team, please tell us so that the concern can be reviewed.

You can make a complaint by email or post. If you need help to make the complaint or need the information in another format, you can telephone us.

[email protected]

Write to:

If you need help to make a complaint or need an alternative format, call 01257 257035 during the opening hours published on our Contact page.

01257 257035

View current contact details and opening hours

Do not send original documents or sensitive personal or financial information until the intended recipient and a secure delivery method have been confirmed.

Please provide enough information for us to identify and review the matter. Include, where relevant:

1. your name and preferred contact details;
2. the company, individual, insolvency appointment or reference connected with the complaint;
3. the name of the person or team whose work concerns you, if known;
4. a clear description of what happened and the relevant dates;
5. the outcome you are seeking; and
6. copies of relevant correspondence or documents, using a secure delivery method where sensitive information is involved.

1. We will acknowledge the complaint using the contact details you provide.
2. A director or an appropriate senior person will review the complaint. Where practicable, the review will be handled by someone who was not directly responsible for the work complained about.
3. We may ask for further information where it is needed to understand or investigate the complaint.
4. We will consider the available information and provide a written response explaining our findings, any action we propose to take, and any relevant escalation route.

The time needed will depend on the nature and complexity of the complaint and whether further information is required. This policy does not promise a fixed response time. We will tell you if we need further information or if there is a material reason for delay.

If your complaint concerns the service or conduct of a licensed insolvency practitioner, you must first complain directly to the practitioner or their firm.

If you are not satisfied with the response, you can use the GOV.UK service to complain to the practitioner’s professional authorising body. The GOV.UK service explains the current eligibility rules, time limits, information required, and how to get help making the complaint.

Complain about an insolvency practitioner on GOV.UK

You will need to know the practitioner’s professional authorising body. Appointment documents or the written response to your complaint may identify it. If you need help identifying the body, ask us or use the help route provided on the GOV.UK service.

This policy covers complaints about our service and conduct. It does not replace a court application, statutory appeal, review procedure, creditor decision, or any other legal right or deadline that may apply to an insolvency matter.

Our complaints process cannot change a court order or a decision that only a court, creditor body, office-holder, regulator, or other authority has power to make. You may wish to obtain independent legal advice about your rights and any time limit that applies.

Tell us if you need information in another format or need a reasonable adjustment to make or progress a complaint. You can ask by telephone, email, or post using the details above.

We use information provided with a complaint to identify the matter, communicate with you, investigate and respond, keep necessary records, and meet applicable legal, regulatory and professional obligations. For more information about personal information, read our Website privacy notice.

Read our Website privacy notice