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Our Customer Complaints Procedure

Complaints Statement

We value each and every customer. However things do go wrong, and it is important that in the unlikely event that you should not be happy with a solution or service provided by us, we do our best to put things right.  More often than not, a simple explanation or clarification is all that is required, so please contact your advisor in the first instance. Should any instance be escalated to a complaint, it will be dealt with in a neutral, fair and positive way.



Upon receipt of a complaint, as much information as possible and passed to the departmental manager of the receiving department. 


The manager will decide if the complaint can be resolved by the end of the next working day, do so if possible, and arrange for the customer to be advised.

If the complaint is more complex or requires investigation before a decision can be made, it is passed to the Compliance Department within 24 business hours of receipt


Compliance Department will enter details of the complaint onto company records for tracking purposes.

Compliance Department will acknowledge receipt of the complaint in writing, within 5 working days from stage 1, but usually within 48 business hours


We will aim to send our final response letter to you as soon as possible but certainly within 8 weeks of stage 1, which is a regulatory requirement. If we are unable to provide you with a final response within this time, we will write to you explaining why and advise when we expect to reach a final response.


If you have not received a final response letter from us within 8 weeks of the complaint date (stage 1), or you are dissatisfied with the decisions in our final response letter, you may refer your complaint to The Insolvency Service Complaints Gateway at:



Address: IP Complaints, Insolvency Service, 3rd Floor, 1 City Walk, Leeds, LS11 9DA. Telephone: The Insolvency Service Enquiry Line on 0845 602 9848 (Monday to Friday 8am to 5pm).

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