Complaints Handling Policy

Introduction


Here at United Insolvency, it is important to us that our customers receive a high level of service. However, we do understand that sometimes things can go wrong, we welcome your feedback and the opportunity to put things right, so we aim to resolve any issues as soon as possible.


If something has gone wrong, then please let us know and we can ensure we fully investigate the issue and do everything we can to put things right for you. We will keep you up to date as matters progress and you can contact us any time should you have any questions.


Contacting Us


Whichever way you choose to contact us, we will start our investigations right away, our contact details are:

By Email: complaints@unitedinsolvency.co.uk


In writing to: The Complaints Officer, United Insolvency, Dalton House, Cross Street, Sale, M33 7AR


Complaint Handling


Your complaint will usually be handled by one of our highly experienced managers in the first instance and we will aim to resolve the complaint within three working days. However, if the manager is not able to resolve your complaint, we will escalate the matter to our Complaints Team who will formally acknowledge your complaint upon receipt and will confirm the contact details of the person investigating it.

 

If we are still investigating your complaint after four weeks, we will explain to you the reasons why and indicate when you can expect a full and final response.


We should have finalised our investigation and issued our final response within a maximum of eight weeks. When we have completed our investigation, we will send you a final response. This response will detail the investigation and our findings. It will also confirm our conclusions and whether the complaint has been upheld, partially upheld, or not upheld. The response will also explain any action being taken, or that has been taken, to correct the situation that led you to complain.


What we need from you


To properly deal with the complaint, we will need you to provide the following


  • Your full name
  • Your address and contact telephone number
  • Full details of your complaint
  • Your reference number with Parkfield Insolvency
  • Other details of what you would like us to investigate
  • Any further evidence that you feel is relevant


Regulator Details


The Insolvency Practitioners Association (IPA) is the regulatory body for all the Insolvency Practitioners at Parkfield Insolvency. The IPA promote and maintain high standards throughout the insolvency industry and undertake regular monitoring visits to each member to ensure that all Insolvency Practitioners act in line with the insolvency rules, relevant legislation, the code of ethics and best practice guidelines.


Further Escalation


If you are dissatisfied with our final response, or we have not been able to resolve your complaint, or indeed at any time of the process, you can escalate the complaint to the IPA using the Insolvency Complaints Gateway using one of the following methods



You can contact the Financial Ombudsman at:

 

Financial Ombudsman Service (FOS)

Exchange Tower

London

E14 9SR

Tel: 08000234567 or 03001239123

Email: complaint.info@financial-ombudsman.org.uk

Website: http://www.financial-ombudsman.org.uk/

 

 

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of this letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

 

Additional information regarding your rights and how to make a complaint to FOS can be found at  www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm.