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Complaints Policy & Procedures

It is in the interest of complainants and insolvency practitioners, and in the wider public interest, that complaints directed at practitioners are dealt with professionally and expeditiously. Failures to do so can only exacerbate any problem, prolong any sense of grievance felt by a complainant, and undermine confidence in the insolvency profession. As a result, practitioners, their firms and the profession may be brought into disrepute.

The duties of Insolvency Office Holders

It is a feature of the work of insolvency practitioners that complaints may arise because of an incomplete understanding of the legislation under which insolvency office holders are required to act. In many cases, actions or outcomes that are obvious to insolvency practitioners may be seen as wrong or unfair by complainants, as the duties of the office holder may be misunderstood.

When responding to a complaint, we will always endeavour to provide; where appropriate a clear explanation of the matters affecting the duties of an office holder, including the relevant legislation.

How to make a Complaint

If you are unhappy about the conduct of one of our insolvency practitioners, a case manager or case administrator your complaint should be made in writing to:

Miss L Hogg

Complaints Officer
Wilson Field
The Manor House
260 Ecclesall Road South
Sheffield
South Yorkshire
S11 9PS

Miss Hogg is the designated director in charge of complaints handling and will review any complaint made. She will endeavour to resolve any issues fairly and quickly.

L.J. Hogg, F.C. Grant, G.L. Roberts, R.N. Dymond, K.A. Burton, R.K. Jacks, J. Wright, A.Wood & E. Bower are licensed to act as insolvency practitioners in the UK by the Institute of Chartered Accountants in England & Wales.
The Insolvency Practitioners of Wilson Field are bound by the Insolvency Code of Ethics when carrying out all professional work relating to an insolvency appointment.

Whilst we undertake to look into any complaint carefully and promptly and to do all we can to explain the position to you, if you remain unsatisfied, you have the right to refer the matter to the Insolvency Complaints Gateway which is operated by the Insolvency Service, an executive agency of the Department of Business Innovation and Skills. Complaints can be made by completing the online complaint form at The Insolvency Service Insolvency Practitioner Complaint Form. If you have difficulty accessing the online complaints form you can also make your complaint through the Insolvency Service Enquiry Line on 0300 678 0015.

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
London
E14 9SR

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