Before you make a complaint
Insolvency is a regulated service and insolvency office holders are required to act under insolvency legislation. We understand that dissatisfaction and complaints can arise from misunderstandings, and this includes misunderstanding of insolvency legislation. At M.R. Insolvency, we aim to be clear about our duties from day one and if at any time you have questions about our role as the office holder, please do not hesitate to request a telephone conversation or meeting with us to help each an early resolution.
How to make a complaint or provide feedback
A complaint is defined as any expression of dissatisfaction about a service. We take complaints seriously, and we welcome any feedback as it helps us to continue to improve the quality of our service. If you would like to complain about any aspect of the service you have received, please let the office know as soon as possible. You can contact us using the details further on in this Policy.
To make sure that all feedback and complaints are handled efficiently and fairly, there is a complaints procedure that must be followed. Misunderstandings can often be resolved informally, and we are always open to hearing how we can improve our services.
Handling formal complaints
Your complaint will be acknowledged promptly and investigated by the insolvency practitioner within 3 days of receipt. The IP will then gather facts and background information about the points raised within the complaint and at times, the IP may seek additional information from the complainant to help form a conclusion.
If the IP concludes that the complaint is unjustified, you will be given a clear explanation of the reasons for that conclusion.
If your complaint is justified, you will receive an apology from us, and we will promptly rectify the error. We aim to respond to your complaint in full within 14 days of the acknowledgement. However, if the issue is of a complicated nature, it may take longer to investigate. Please be assured that we will keep you informed of your complaint progress regularly. We aim to work to a suitable conclusion to the complaint within 28 days.
We endeavour to learn from all feedback in all cases however, if you are unhappy or dissatisfied with our initial response, you can request for your complaint to be reviewed by another senior person within M.R. Insolvency or, by an independent practitioner. This review should take no longer than 10 working days, subject to the severity of the complaint.
If at the conclusion of our investigations you are still unhappy with our explanations, or our suggestions for resolving your complaint, you may refer the handling of the complaint to the Insolvency Service, via their Gateway scheme:
Email: complaints@insolvency.gsi.gov.uk
Telephone: 0845 602 9848
Post: The Insolvency Service, IP Complaints, 3rd floor, 1 City Walk, Leeds LS11 9DA
Online: www.gov.uk/complain-about-insolvency-practitioner
Contacting us
Post: M.R. Insolvency, Suite One, Peel Mill, Commercial Street, Morley, Leeds LS27 8AG.
Telephone: 01924 663998
Email: mr@mrinsolvency.co.uk
Complaint timeline & escalation
Complaints arises
Client is unhappy and wishes to bring a complaint to the team’s attention. This is most likely completed via telephone, email or letter.
Escalate the complaint to the Director
Within three hours of the complaint being brought to our attention, inform a director of its content and the client’s issues.
Notice of acknowledgement
A notice of acknowledgement of the original complaint will be sent within three working days. Make the client aware that the individual investigating the complaint will investigate points raised – working towards a suitable resolution as soon as possible.
Initial response (following investigation)
Once the compaint has been fully investigated, we will directly respond within 14 working days of the acknowledgement date. If, however, we need longer to investigate, we will update the client accordingly and reset the date with a reasonable time frame to work toward suitable resolution. If we have been able to conduct the full investigation, we will fully respond to each point raised and share our findings.
Review by the Managing Director
Should the client be dissatisfied with the initial response, the case will be reviewed by the Managing Director. The outcome of the review will be communicated in writing within ten working days.
Resolution
We aim to work to a suitable resolution within 28 working days of the initial complaint.
