Last updated: August 2026
This notice sets out details of the complaints procedure which we operate to try to resolve any complaints which you may have in relation to the services that we provide. This procedure is aimed at resolving complaints quickly and satisfactorily and further improving the quality of the service we provide.
If you are unhappy with the service we have provided to you, you should feel free to raise this immediately during any interaction with a member of staff. We will always endeavour to resolve any issue immediately if it is possible to do so.
Should this not be possible, or if you remain dissatisfied, then you should make it known to us that you wish the matter to be taken forward as a complaint. This can be done:
To help us investigate quickly, please give us your name, the best way to contact you, and as much detail as you can about what went wrong and how you’d like it resolved.
Your complaint will be acknowledged within 5 working days of receipt and then taken forward by a manager, who may need to contact you initially for further information to understand the issues at hand better. We will always seek to find a satisfactory resolution quickly, within 5 working days if possible.
If circumstances mean that a rapid resolution is not possible then a full investigation into all the circumstances of the matter will take place. A Final Response letter will be sent to you within 20 working days confirming whether your complaint has been upheld, in full or in part, and the reasons for the decision. Where applicable, you will be advised of what steps the company will take to put things right and to ensure the same problem does not re-occur.
The company aims to resolve all complaints within 20 working days. However, if a more in-depth investigation is needed, the process may take longer. In such cases, you will be informed of the extended timeframe, which may take up to an additional 20 working days.
If you are not satisfied with our final response, or indeed at any point in the process, you can raise a complaint with the insolvency practitioner’s professional body via the Insolvency Complaints Gateway. This can be done by visiting the Insolvency Service website at gov.uk/complain-about-insolvency-practitioner and completing and submitting their online form.
Complaints can also be made by post to: IP Complaints, Insolvency Service, 3rd Floor, 1 City Walk, Leeds, LS11 9DA, or by calling the Insolvency Service Enquiry Line on 0300 678 0015 (Monday to Friday, 8am to 5pm). A summary of the IPA’s complaint procedure can be found at insolvency-practitioners.org.uk.
Complaints about the administration of a Protected Trust Deed can also be raised with the Accountant in Bankruptcy, the Scottish Government agency responsible for trust deeds and sequestration. All of these routes are free to use and independent of us, and we’ll always point you to the right one if you’re unsure.
Free and impartial debt advice is available from MoneyHelper and the Scottish Government, as well as StepChange, National Debtline and Citizens Advice Scotland.