Complaints procedure
How to complain about our service, and where to go if your complaint is about an insolvency practitioner.
This page is an outline. It lists what the finished procedure must cover. It has not been drafted or reviewed and must be replaced before the site goes live.
What the finished procedure must cover
- How to complain to us: phone, email and post, and what to include.
- Timescales: when we will acknowledge a complaint and when we will give a final response.
- Who handles it, and how it is kept separate from the person complained about.
- Where to go next if you are not satisfied. This depends on the operating company’s regulatory status, which is not yet confirmed. If it is FCA-authorised, the Financial Ombudsman Service route must be set out, with the time limits.
- Complaints about an insolvency practitioner or trustee: these go to the practitioner’s firm first. You can also complain through the Insolvency Service’s complaints gateway. In a protected trust deed, the Accountant in Bankruptcy can also be asked to give the trustee directions.
- Complaints about sheriff officers go to their firm, the Society of Messengers-at-Arms and Sheriff Officers, or the Sheriff Principal. See sheriff officers: your rights.
- Data protection complaints follow the procedure in the privacy policy.
- Extra help: how we adapt the process if you are vulnerable or need adjustments.