Complaints Regarding the Company’s Insolvency Service
Our aim is to provide our clients with a service that is more than satisfactory to their requirements. However, in the unlikely scenario whereby you might not be satisfied with the level of service that is provided, our complaints procedure is set out below with a view to ensuring that we resolve any such complaint quickly and efficiently.
How to make a complaint
If you are not satisfied with the service that we have provided to you, you should in the first instance discuss the matter directly with ourselves. We will attempt to resolve any complain as swiftly as possible and within 48 hours of being notified by you. In the event that we do not feel that we can provide a suitable reply to your complaint within 48 hours of receiving your call, we will write to you to advise that we will provide a suitable reply within 7 days of receipt of the initial complaint.
In the event that you do not wish to call with your complaint, then please feel free to put any such complaint in writing and address it to;
Business Sustainability Ltd
13-15 Regent Street
If you continue to remain unhappy with our initial reply
If you still remain unsatisfied with the replies that are forthcoming we can confirm that both Richard A B Saville and Andrew J Cordon are licensed to act as Insolvency Practitioners by the Association of Chartered Certified Accountants and you are entitled to take the matter up with via the Complaints Gateway hosted by the Insolvency Service. Complaints can be made by email, telephone or letter to staff in the Complaints Gateway as follows:
- Calling the Insolvency Service Enquiry Line on 0845 602 9848 (Monday to Friday 8am to 5pm)
- Emailing the completed complaints form to: firstname.lastname@example.org
- Posting the completed complaints form to: IP Complaints, Insolvency Service, 3rd Floor, 1 City Walk, Leeds, LS11 9DA
The complaints form, together with further details regarding the complaints process, can be obtained at http://www.bis.gov.uk/insolvency/contact-us/IP-Complaints-Gateway.
If your complaint is against the way that an IVA (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 Practitioner Services you may also write to:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
We sincerely believe that we’ll be able to resolve any complaint that you might have, but in the event, that you are not satisfied with our replies, you remain free to seek independent advice always.
Professional Indemnity Insurance
Our professional indemnity insurer is Mapledown Underwriting LLP, c/o Lockton Profin Claims, The St Botolph Building, 138 Houndsditch, London, EC3A 7AG. The territory coverage is worldwide excluding professional business carried out from an office in the United States or Canada and excludes any action for a claim brought in any Court in the United States of America or Canada
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