Complaints Procedure

Like any other business we can make mistakes. Through a process of continuous improvement and training we do our utmost to ensure that mistakes are rare but if one does occur we want to know about it in order that we can take steps to rectify it and ensure that it doesn't happen again.

If you feel that we haven't lived up to your expectations in any way this page tells you how to go about registering your complaint and what you can expect, having made it.

Initially

If you do have a grievance first of all read the documentation and guidance that we will have sent to you to ensure that you understand the commitments that we have made to you. If you are convinced that our service to you has let you down, try to resolve the issue with your case manager. All complaints are recorded and case managers are trained to be receptive and responsive to criticism. Your complaint will be responded to quickly and our response will be communicated to you by letter or email, at your request.

Alternatively

If you are dissatisfied with the response you have received or if you do not wish to resolve the matter with your case manager, you should contact the Compliance Director. It is likely that the Compliance Director will ask you to put your complaint in writing as a matter of formal record and on receipt of your letter you may expect a written response within 10 working days.

Throughout this process you will be treated with courtesy and respect and if we conclude that we have made a mistake we will

• Apologise.
• Explain to you how we propose to rectify the position.
• Ask our regulators to intervene.

As qualified insolvency practitioners we are answerable to our regulators and to the Financial Ombudsman. If we have not been able to resolve your complaint to your satisfaction you can ask these bodies to review your complaint impartially.

Our Consumer Credit License 626380