How to make a complaint

By phone

01257 796000

Online

Our contact form

By post

Coppull Business Centre
Mill Lane, Chorley
PR7 5BW

Please tell us:

Your name and address
Your Guardian Insolvency client reference number
Your daytime phone number
A clear description of your complaint or concerns
Details of how you would like us to rectify the situation

What we will do

We will do our best to resolve your complaint immediately. Sometimes it may take longer to fully investigate. If this happens we will:

1
Within 5 working days
Acknowledge your complaint in writing.
2
Throughout
Keep you updated with our progress.
3
Aim: within 4 weeks
Resolve your complaint. If we are not able to do so, we will always write to you explaining what is happening and when we expect to sort out your complaint.
4
Within 8 weeks
Once an assessment and full investigation of your concerns have been made, send you a final response letter.

If you are dissatisfied with our response

If you still remain dissatisfied with our final response, or eight weeks have passed since you first let us know about your concerns, you can take your complaint further. Please give us the opportunity to resolve the situation first – contact us and we will do all we can to help you.

IVAs and insolvency work

Insolvency Practitioner Complaints Gateway

Run by the Insolvency Service, the Gateway reviews complaints about the conduct of insolvency practitioners and passes them to the practitioner’s regulator where appropriate.

Complaints must be made within 3 years of becoming aware of the issue.

Financial services

Financial Ombudsman Service

The Financial Ombudsman Service provides a free independent service for customers to solve disputes with financial companies.

financial-ombudsman.org.uk
0800 023 4567
Financial Ombudsman Service, Exchange Tower, London E14 9SR