IVA Customer Complaints Procedure
Our goal is to provide excellent service to all our customers. We take all complaints seriously and aim to resolve all problems as soon as we can.
If you are not happy with the service that we have given, please telephone us on 01204 800 444 or email us at firstname.lastname@example.org or by writing to us at:
IVA Complaints Department, 3rd Floor, Churchgate House, 30 Churchgate, Bolton, BL1 1HL.
We aim to resolve your complaint as soon as possible, however sometimes things take a little more time. We may ask you for further information to allow us to better understand your concerns.
How The Insolvency Practice Ltd (trading as IVA Practice) will deal with your complaint:
Your complaint will be investigated upon receipt and we will try our best to resolve it as soon as we can.
If your complaint remains unresolved after the close of one business working day, following receipt we will acknowledge your complaint in writing, within five business working days.
Final or other response
Within eight weeks of receiving your complaint we will send, either a final response providing you with the details of our findings, or; a written response explaining why we may not be in a position to make a final response and an indication of when we expect to be able to provide one.
If you are not satisfied with our final response, you have the right to complain to The Insolvency Service by:
- Completing the complaint form located on the Gateway: http://www.insolvencydirect.bis.gov.uk/contactus/ipcomplaint/complaintform.htm
- Print the above form and send it to: IP Complaints, Insolvency Service, 3rd Floor, 1 City Walk, Leeds, LS11 9DA, or email the completed form to email@example.com (as a PDF, for example)
- Calling the Insolvency Service Enquiry line on 0300 678 0015 (Monday to Friday 9:00am – 5;00pm)