1. Introduction
At AFA Insolvency Limited, we are committed to providing the highest standard of service to all our clients and stakeholders. However, we recognise that occasionally things may go wrong.
If you are dissatisfied for any reason, we welcome your feedback and the opportunity to put things right as quickly as possible.
This policy explains how we handle complaints and outlines what you can do if you remain dissatisfied with our response.
1.1 How to Make a Complaint
If you wish to raise a complaint, please contact us using one of the methods below:
AFA Insolvency Limited
Suite 6, 4th Floor
Universal Square
Devonshire Street North
Manchester
M12 6JH
Telephone: 0161 850 1018
Email: [email protected]
Complaints may be made by a client, creditor, or a third-party representative.
To help us investigate your concerns efficiently, please include:
-
Your full name and contact details
-
Details of your complaint and any relevant background
-
Names of any staff members you have dealt with
-
How you believe we can resolve the issue
-
Copies of any supporting documents or correspondence
1.2 How We Will Handle Your Complaint
-
Upon receipt, we will aim to resolve your complaint within three working days.
-
If this is not possible, your complaint will be referred to our Complaints Department, which will acknowledge your complaint in writing and confirm the name of the person handling it.
-
We may request further information to assist in our investigation.
We will strive to provide a final written response within four weeks.
If more time is required, we will write to you to explain the reason for the delay and confirm when you can expect our final response.
A final response will be issued no later than eight weeks from the date your complaint was received.
Our final response will:
-
Summarise the details of your complaint
-
Explain the outcome of our investigation
-
Outline any steps we have taken (or will take) to put things right
1.3 If You Are Not Satisfied with the Outcome
Our Insolvency Practitioner, Racheal Marsh, is authorised and regulated by the Institute of Chartered Accountants in England and Wales (ICAEW).
The ICAEW supervises insolvency practitioners and ensures professional and ethical standards are maintained across the industry.
If you remain dissatisfied with our final response, or if you wish to raise concerns about the conduct of our Insolvency Practitioner, you can make a complaint through the Insolvency Service Complaints Gateway.
You can do this in any of the following ways:
-
Email: [email protected]
-
Telephone: 0300 678 0015 (Monday to Friday, 9am to 5pm)
-
Post:
Insolvency Service Complaints Gateway
3rd Floor, 1 City Walk
Leeds
LS11 9DA
Please note that the Insolvency Service and ICAEW can investigate the professional conduct of the Insolvency Practitioner, but they cannot award financial compensation or intervene in individual cases.