Complaints Procedure
Procedure for England & Wales
General Insolvency Services
All of our correspondence states the Recognised Professional Body (RPB) which governs the Insolvency Practitioner(s) with responsibility for the matter. You are able to complain to that RPB at any time through the Insolvency Complaints Gateway which is accessed through the Insolvency Services’ website.
If your complaint relates to a service that has been provided in relation to your personal financial circumstances, as we are the holder of a Full Permission from the Financial Conduct Authority (Full Permission number: 707906), you are entitled to complain directly to the Financial Ombudsman Service.
We would hope that before taking your complaint to the Insolvency Practitioner’s RPB and/or the Financial Ombudsman Service that you would allow us to try to resolve the complaint. We have set out below our complaints procedure.
Step 1
In the first instance please address your complaint in writing to the Insolvency Practitioner(s) appointed on the matter. We will acknowledge receipt of your complaint in writing.
We endeavour to respond in writing to all complaints within period of 21 days of receipt. This period of time allows for an investigation of the matters that have been raised if appropriate).
Following receipt of our response if you do not consider that your complaint has been dealt with adequately or fully, or where you do not wish to complain to the Insolvency Practitioner(s), please follow step 2.
Step 2
Please write to our Head of Technical and Compliance at Opus Business Advisory Group, 1 Radian Court, Knowlhill, Milton Keynes, Buckinghamshire, MK5 8PJ. We will acknowledge receipt of your complaint in writing.
At this level we endeavour to respond in writing to all complaints within a period of 35 days of receipt. This period of time allows for a further investigation of the matters that have been raised (if appropriate).
Procedure for Scotland
We hope that you will be satisfied with the service that we provide in Scotland, but we recognise that there may be occasions where you will not be happy with the way in which the matter has been dealt with.
General Insolvency Services
All of our correspondence states the Recognised Professional Body (RPB) which governs the Insolvency Practitioner(s) with responsibility for the matter. You are able to complain to that RPB at any time through the Insolvency Complaints Gateway which is accessed through the Insolvency Services’ website.
If your complaint relates to a service that has been provided in relation to your personal financial circumstances, you are entitled to complain about the services we have provided directly to the DAS Administrator at the Accountant in Bankruptcy and/or to the Financial Ombudsmen Service (“FOS”). You are able to complain to the FOS as we are the holder of a Full Permission from the Financial Conduct Authority (Full Permission number: 707906). The DAS Administrator’s and the FOS’s contact details and procedures for dealing with complaints can be accessed at the websites AIB and Financial Ombudsman respectively. If you are unable to access the internet, please contact us by telephone and we will provide the contact details you require.
However, before raising complaints with the DAS Administrator and/or the FOS, we hope that you would allow us to try and resolve any complaints you may have. Our procedure for dealing with complaints is as follows:
Step 1
In the first instance please address your complaint in writing to the Insolvency Practitioner(s) appointed on the matter. We will acknowledge receipt of your complaint in writing.
We endeavour to respond in writing to all complaints within a period of 21 days of receipt. This period of time allows for an investigation of the matters that have been raised (if appropriate).
Following receipt of our response if you do not consider that your complaint has been dealt with adequately or fully, please follow step 2.
Step 2
Please write to our Head of Technical and Compliance at Opus Business Advisory Group, 1 Radian Court, Knowlhill, Milton Keynes, Buckinghamshire, MK5 8PJ. We will acknowledge receipt of your complaint in writing.
At this level we endeavour to respond in writing to all complaints within a period of 35 days of receipt. This period of time allows for a further investigation of the matters that have been raised (if appropriate).