Each IVA proposal presented by us will be subject to either the “Protocol” Terms and Conditions as agreed by the IVA Standing Committee or the standard conditions produced by the Association of Business Recovery Professionals “ABRP”. The proposal will be clear as to which of these conditions will apply. To access the full conditions of either please click on one of the following links.
Like any other business we can make mistakes. Through a process of continuous improvement and training we do our utmost to ensure that mistakes are rare but if one does occur we want to know about it in order that we can take steps to rectify it and ensure that it doesn't happen again.
If you feel that we haven't lived up to your expectations in any way this page tells you how to go about registering your complaint and what you can expect, having made it.
If you do have a grievance first of all read the documentation and guidance that we will have sent to you to ensure that you understand the commitments that we have made to you. If you are convinced that our service has let you down, try to resolve the issue with your case manager. All complaints are registered and case managers are trained to be receptive and responsive to criticism. Your complaint will be responded to quickly and our response will be communicated to you by letter or email, at your request.
If you are dissatisfied with the response you have received or if you do not wish to resolve the matter with your case manager, you should contact Paul Keeley who is the Compliance Director. It is likely that he will ask you to put your complaint in writing as a matter of formal record and on receipt of your letter you may expect a written response within 10 working days.
Throughout this process you will be treated with courtesy and respect and if we conclude that we have made a mistake we will
You have the right to make a formal complaint to our regulators. If you are resident in Great Britain (not Northern Ireland) you should first direct your complaint to the Insolvency Service who will direct it to the appropriate body and track its outcome. The Insolvency Service Complaints Gateway can be accessed online using the link https://www.gov.uk/complain-about-insolvency-practitioner or by telephoning the Insolvency Service Enquiry Line on 0845 602 9848.
Paul Keeley and Paul Johnson are our insolvency practitioners and they are both regulated by the Insolvency Practitioners Association whose address is;
Insolvency Practitioners Association
4-10 Heneage Lane
If you are resident in Northern Ireland you should send your complaint directly to the Insolvency Practitioners Association and not to the Insolvency Service.