Customer Feedback & Complaints Procedure
We would like to hear from you
We are committed to providing a high quality, accessible and responsive service to businesses and the community. However, if you believe that things have gone wrong, please send us your feedback and comments. We will take them seriously.
We give all our staff guidance on how to deal with complaints, in line our governing policies.
If you have a complaint to make on the way we have provided a service we have the following procedures to help you.
How to complain
You can make your complaint, which we will deal with confidentially, in writing, by phone, fax or e-mail.
You should send e-mails to complaints@insolvencyhelpline.co.uk. We encourage written complaints as this ensures a better understanding of the issues and as a result enables us to provide you with a more accurate and efficient response. If you have details of the person your complaint should be addressed to, please provide their name and staff number, which they must provide.
If you do not have this information, please get in touch with our Enquiry Line on 0800 074 6918 which will give you the this and other compliance details.
To help us process your complaints effectively please provide the following information:
- the particular service of the UK Insolvency Helpline which is relevant to your complaint, and a contact name (if you know this);
- information on whether it is an original complaint or a follow-up to a reply you were not satisfied with;
- a clear description of the complaint and what you would like us to do to sort things out;
your full postal address, phone number and fax number (and e-mail address if you have one).
If you want to complain about the professional conduct one of our panel professionals you should write to his or her licensing body. He or she should give you details of this body or you can call us on 0800 074 6918 to provide information.
What happens next?
We will investigate and provide a full explanation within 5 working days of receiving your complaint. If this is not possible we will explain why and give you a date by which you can expect a full reply.
Users’ views
One of the ways we can continue to improve our service is by listening and responding to your views. We also welcome any comments or suggestions on our complaints procedure to ensure it works as well as possible. Please send these to: info@insolvencyhelpline.co.uk
IVA's
The IVA Guide
Money Advice Direct has put together an IVA Guide based on the enquiries and questions that we receive at our helpline offices.
In the guide we cover such subjects as IVA Approval, early settlment of your IVA, missed IVA payments, IVA failure, additional debt claims and much more.
[click here for IVA Guide]
What is an IVA?
The IVA is an extremely powerful tool enabling you to clear your debt and return to a clean financial bill of health. Visit Money Advice Direct's Guide to Individual Voluntary Arrangements (IVAs).
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DANGER
Due to the tremendous demand for debt consolidation services the United Kingdom is now overloaded with debt management companies that contain misleading information. [more...]