Complaints 2018-05-09T09:19:29+00:00

We are committed to providing a professional, fair and efficient service to all parties involved in an insolvency process, including creditors, directors, shareholders, bankrupts and debtors. We are happy to receive your feedback should you be dissatisfied with our service.

It is inevitable that complaints will arise due to the nature of the work Insolvency Practitioners undertake. In the majority of cases, complaints arise due to a lack of understanding of the legislation under which Insolvency Practitioners are required to act. The actions of an Insolvency Practitioner may be seen as wrong or unfair by complainants, as the duties of the Insolvency Practitioner are usually misunderstood.

Our Complaints Procedure

In the first instance, a written complaint should be addressed to the appointed Insolvency Practitioner dealing with your matter. They will acknowledge receipt of your complaint at the earliest opportunity and will endeavour to respond within a period of 21 days. This period of time will give the Insolvency Practitioner sufficient time for them to investigate the complaint. In order for us to assist in dealing with your complaint as quickly and efficiently as possible, your letter of complaint should include as much detail as possible, and in all cases include the following:

  • Your name and address;
  • The full name of the insolvency case together with any court name and number if applicable;
  • Copies of any relevant correspondence and documents relating to the complaint;
  • The name of the person or persons against whom your complaint is made;
  • Full details of what you feel went wrong or has not been handled properly; and
  • An explanation of how you would like us to resolve your complaint.

Following your initial letter of complaint, you may be asked to provide further information or to explain additional details of your complaint. All further information must be in writing and addressed to the Insolvency Practitioner dealing with the complaint.

In the event that your complaint is not resolved, please contact Kieran Bourne, our duly appointed Client Care Officer at Cromwell & Co Insolvency Practitioners, 5 Mercia Business Village, Torwood Close, Coventry, CV4 8HX.

The Insolvency Complaints Gateway

In the unfortunate event that we cannot resolve your complaint, you can refer the complaint to The Insolvency Complaints Gateway The Insolvency Complaints Gateway will review the complaint and decide whether it is appropriate to refer the matter to the Insolvency Practitioner’s authorising body.

The Insolvency Service, the body responsible for running the Insolvency Complaints Gateway, encourages all complaints to be made via the internal complaints process of the firm in respect of which the complaint is being made, in the first instance. Complaints should only be referred to the Insolvency Complaints Gateway if an attempt to resolve the matter using the firm’s internal complaint process has proved unsuccessful.

If your complaint is against the way that an Individual Voluntary Arrangement has been handled and you remain dissatisfied in the way that your complaint has been managed, in addition to writing to the Insolvency Complaints Gateway you may also write to The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.