Complaints Procedure

A complaint can be defined as any oral or written expression of dissatisfaction, whether justified or not, about the provision of a service.

We hope that you will be satisfied with the service that we provide, but we recognise that there may be occasions where you will not be satisfied with the way in which the matter has been dealt with. The procedures below are step-by-step guides to raising your concerns with us. 

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:
https://www.gov.uk/complain-about-insolvency-practitioner 

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: 660455), you are entitled to complain directly to the Financial Ombudsman Service:
www.financial-ombudsman.org.uk

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 the Regional Managing Partner for the area where the Insolvency Practitioner(s) appointed on the matter is based. This information can be obtained from the office of 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 at this level within a period of 28 days of receipt. This period of time allows for an investigation or further investigation of the matters that have been raised (if appropriate).

If you remain dissatisfied with the way in which we have dealt with your complaint please follow step 3.

Step 3

Please write to our Head of Technical and Compliance at Begbies Traynor Group plc, 4th Floor, 340 Deansgate, Manchester M3 4LY. 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).

Reviewed: September 2024

Debt Arrangement Scheme Services

We hope that you will be satisfied with the service that we provide, but we recognise that there may be occasions where you will not be satisfied with the way in which the matter has been dealt with.

Please note that 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 an Full Permission from the Financial Conduct Authority (Full Permission number: 624413) and because the services we have provided to you relate to your personal financial circumstances.  The DAS Administrator’s and the FOS’s contact details and procedures for dealing with complaints can be accessed at the websites http://www.aib.gov.uk and http://financial-ombudsman.org.uk/ 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 Kenny Craig, who is the Partner responsible for our Debt Arrangement Scheme services. We will acknowledge receipt of your complaint in writing within 3 business days of receipt.

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, or where you do not wish to complain in the first instance to Kenny Craig, please follow step 2. 

Step 2

Please write to Ken Pattullo, who is the Regional Managing Partner for our Scottish offices, at our Edinburgh office which is at Second Floor, Excel House, 30 Semple Street, Edinburgh, EH3 8BL. We will acknowledge receipt of your complaint in writing within 3 business days of receipt.

We endeavour to respond in writing to all complaints at this level within a period of 28 days of receipt. This period of time allows for an investigation or further investigation of the matters that have been raised (if appropriate).

If you remain dissatisfied with the way in which we have dealt with your complaint please follow step 3.

Step 3

Please write to our Head of Technical and Compliance at Begbies Traynor Group Plc, 4th Floor, 340 Deansgate, Manchester, M3 4LY. We will acknowledge receipt of your complaint in writing within 3 business days of receipt.

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).

Reviewed: November 2024