1. Introduction
AFA Insolvency Limited (“the Company”) always strive to provide a high standard of service. However, if you are unhappy for any reason, we would welcome your feedback and the opportunity to put things right.
This policy explains how we will deal with any complaints we receive and outlines what you can do if your complaint is not resolved to your satisfaction.
1.1 If you have a complaint
If you are dissatisfied with any aspect of our service, you can contact us by telephone or in writing:
AFA Insolvency Limited
Suite 6, 4th Floor
Universal Square
Devonshire Street North
Manchester
M12 6JH
Telephone: 0161 850 1018
Email: [email protected]
Complaints can be made by a customer, creditor or a third-party representative.
To help us understand your concerns and investigate them as quickly as possible, you should provide your contact details, full details of your complaint, details of individuals that you have dealt with, how you believe that we can make it right and copies of any relevant paperwork.
1.2 What will happen with my complaint?
Upon receipt, we will aim to resolve your concerns within three working days.
If we are unable to resolve the complaint within three working days, we will refer your complaint to our Complaints department who will acknowledge your complaint and provide details of the person who will be dealing with your complaint.
Additional information may be requested to assist in our investigations. Once our investigations have been completed, usually within 4 weeks, we will send you a letter to detail the investigation and findings. If we are unable to send a final response to your complaint within 4 weeks, we will write to you to explain why additional time is needed to investigate your complaint. A final response will be issued to you within 8 weeks of the initial complaint.
The final response letter will confirm the outcome of the complaint and outline any action that has or will take place to put things right.
1.3 What if I am not happy with the outcome?
Our Insolvency Practitioner, Ian Millington, is authorised by the Insolvency Practitioners Association (“IPA”). The IPA’s aim is to promote and maintain a high standard throughout the insolvency industry. The IPA’s details are:
Insolvency Practitioners’ Association
Head of Regulation
46 New Broad Street,
London
EC2M 1JH
If you remain dissatisfied with our final response you can lodge a complaint about your Insolvency Practitioner to the IPA via the Insolvency Service Complaints Gateway at any time. You can do this as follows:
Online at
https:llwww.insolvencydirect.bis.gov.uk/Externa!OnlineForms/lnso!vencyPractitionerComplaint.aspx
By e-mail to [email protected]
By telephone on 0300 678 0015 (Monday to Friday – 8am to 5pm)
By post Posting the completed complaints form to: IP Complaints, Insolvency Service, 3rd Floor, 1 City Walk, Leeds, LS11 9DA
The IPA will investigate the conduct of the Insolvency Practitioner and cannot provide you with any financial redress or make decisions particular to your case.