Complaints
Complaints procedure for IVAORG CIC
IVAORG CIC strives to provide a first-class service and we are committed to a process of continuous improvement. If you would like to discuss how our service to you could be improved or if you are dissatisfied with the service you are receiving, please let us know by calling a member of our team on 0161 850 4909.
If you consider that they have not dealt with your comments appropriately you may request that we perform an internal review of your complaint by writing to:
The Practice Manager, IVAorg CIC, Suite 201, Unit 9, St Georges Court, Altrincham Business Park, Dairyhouse Lane, Altrincham, WA14 5UA
A review of your complaint would then be undertaken by our practice manager and overseen by our Insolvency Practitioner, Suzanne Payne.
As part of the review, the practice manager will:
Respond to you within 5 working days to acknowledge receipt of your complaint.
Undertake a thorough review of the circumstance relating to your complaint. Information related to your complaint, along with the names of those involved, a record of the outcome and a recommendation in writing will be logged on the company’s Complaints Record Form.
Our practice manager will inform you in writing of the outcome and what action the Company intends to take, and the reasons behind this decision, within 4 weeks of receipt of your complaint.
If a decision has not been presented to you within 4 weeks, then the practice manager must notify you of the reason for the delay. You will then be kept informed of the ongoing process of your complaint. You will also be notified of you right to refer your complaint to the Financial Ombudsman Service if you are unhappy with the way in which your complaint is being handled or if you haven’t received a final response within 8 weeks.
If, following receipt of the Company’s final response, you feel that the Company has not addressed your complaint in a positive and satisfactory manner, you must be informed of your right to refer your complaint to the Financial Ombudsman Service at:
The Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR
Consumer helpline : 0800 023 4567
complaint.info@financial-ombudsman.org.uk
Or if your complaint is about our Insolvency Practitioner you can contact the Insolvency Service either by:
Calling the Insolvency Service Enquiry Line on 0300 678 0015 (Monday to Friday 8am to 5pm), or
Completing and emailing the online complaints form on the Insolvency Service website:
www.gov.uk/complain-about-insolvency-practitioner, orCompleting the online complaints form and posting it to: IP Complaints, Insolvency Service, 3rd Floor, 1 City Walk, Leeds, LS11 9DA.
The Insolvency Service will undertake an initial review of the complaint and make a decision on whether to forward the matter to the authorising body (The Insolvency Practitioners Association in the case of Suzanne Payne).
A member of the regulatory team of the authorising body will then conduct further enquiries. Any complaints related to Northern Irish insolvencies should be sent directly to the relevant authorising body, The Insolvency Practitioner’s Association and cannot be referred to The Insolvency Complaints Gateway.
If you are still not satisfied you may take up the matter directly with the Insolvency Practitioners Association (IPA) at https://insolvency-practitioners.org.uk/
In the event that your complaint is upheld, you may be entitled to financial redress by way of a compensatory payment.
You will be entitled to seek your own independent legal advice with regard to that or visit the Financial Ombudsman’s compensation advice at this website https://www.financial-ombudsman.org.uk/consumers/expect/compensation.
Our policy for dealing with any upheld complaint is to review all the facts and consequences of our mistake and to seek to offer redress in line with the Financial Ombudsman’s guidelines and examples where appropriate.
If you require any further information regarding our complaint procedures, please do not hesitate to ask.
