Complaints Procedure

This page contains guidance on our complaints procedure.

Many complaints can be resolved informally by discussing your issue with a member of our staff.

We encourage you to discuss your concerns with one of our members of staff in the first instance as many complaints can be resolved speedily to everyone's satisfaction when raised in such a way.

If after discussing any concerns, you remain dissatisfied then you can make a formal complaint over the telephone or by writing to our Complaints Officer at
Fairclough House
Church Street
Adlington
Lancashire
PR7 4EX

The Complaints Officer will decide whether your complaint can be resolved by a team leader or is of a serious nature and must therefore be handled by either the Complaints Officer or our Solicitor.

The Complaints Officer will then send you a standard acknowledgment letter within 5 business days of receipt of the complaint giving the name of the individual handling the complaint together with details of our complaints handling procedure.

A final or holding response will be sent to you within 4 weeks. Any holding response will explain why we have not yet been able to resolve the complaint and that we will make further contact (within 8 weeks of receipt of the complaint).

We must send a detailed written response within 8 weeks of receipt of the complaint or explain why there has been further delay.

The written response will offer redress (whether or not the complaint is accepted) or reject the complaint with reasons for doing so.

If you remain dissatisfied, you can raise the matter with our Solicitor.

Ultimately if you remain dissatisfied with our final response, you can contact either the Insolvency Practitioners' regulators who are the Institute of Chartered Accountants or alternatively the Financial Services Ombudsman.

Where an Insolvency Practitioner has been appointed as your Nominee or Supervisor then the relevant regulator is the Institute of Chartered Accountants.

The address for the Institute of Chartered Accountants is:

Professional Conduct Department
The Institute of Chartered Accountants in England and Wales
Metropolitan House
321 Avebury Boulevard
Milton Keynes
MK9 2FZ

The address for the Financial Ombudsman Service is:
South Quay Plaza
183 Marsh Wall
London E14 9SR