Complaints Procedures

Complaints Re: Individual Voluntary Arrangement (IVA)

We are committed to providing a professional, fair, efficient and helpful service to all of our clients, creditors and indeed anyone we have dealings with.

This notice sets out details of the complaints procedure which we operate to try to resolve complaints which you may have with regard to the services that we provide to you. We aim to resolve complaints quickly and satisfactorily and to further improve the quality of our service.

All staff at Ideal Corporate Solutions receive guidance on how to handle complaints.

How to make a complaint

If you wish to make a complaint please contact the case administrator in the first instance. Their details will be included on all correspondence received from us.

Should you be dissatisfied with the explanation provided to you then your complaint will be escalated to the Department Manager.

If we are unable to satisfactorily resolve your complaint, you will be directed to our Head of Compliance.

Written complaints should be addressed to:

The Compliance Department Ideal Corporate Solutions Lakeside House Waterside Business Park Smiths Road Bolton BL3 2QJ

What should I include in my complaint?

Please include:
Your name, address and client reference number
Details of the circumstances leading to the complaint
Copies of any correspondence or documents about your complaint
The name of the member of staff you first wrote or spoke to, and when, to help us find the relevant information
How you would like us to resolve your complaint

How we will action your complaint

We will conduct a full investigation into the points raised and discuss the details of your complaint with the relevant representative at Ideal Corporate Solutions as appropriate.

It is the company’s objective to resolve a complaint satisfactorily within 10 working days although where a more detailed investigation is required the process may take longer. In this instance we will send you written acknowledgement within 5 working days of the receipt of your complaint explaining why and informing you of when you can expect to receive a full response.

The Insolvency Services

If you are not satisfied with our final response, you may be eligible to refer the matter to Andrew Rosler’s authorising body at the following address –

The Insolvency Service Insolvency Practioner Unit Cannon House 18 Priory Queensway Birmingham B4 6BS

Andrew Rosler is authorised to act as an Insolvency Practitioner by the Department of Business Innovation & Skills. Licence Number 9151

Your rights

We hope that you will accept the decision of our Compliance department. If this should not be the case, you remain free at all times to seek an independent form of advice.

Complaints Re: Debt Management

We are committed to providing a professional, fair, efficient and helpful service to all of our clients, creditors and indeed anyone we have dealings with.

This notice sets out details of the complaints procedure which we operate to try to resolve complaints which you may have with regard to the services that we provide to you. We aim to resolve complaints quickly and satisfactorily and to further improve the quality of our service.

All staff at Ideal Debt Solutions receive guidance on how to handle complaints.

How to make a complaint

If you wish to make a complaint please contact the Advisor or Account Manager in the first instance. Their details will be included on all correspondence received from us.

Should you be dissatisfied with the explanation provided to you then your complaint will be escalated to the Department Manager.

If we are unable to satisfactorily resolve your complaint, you will be directed to our Head of Compliance.

Written complaints should be addressed to:

The Compliance Department Ideal Debt Solutions Lakeside House Waterside Business Park Smiths Road Bolton BL3 2QJ

What should I include in my complaint?

Please include: Your name, address and client reference number Details of the circumstances leading to the complaint Copies of any correspondence or documents about your complaint The name of the member of staff you first wrote or spoke to, and when, to help us find the relevant information How you would like us to resolve your complaint

How we will action your complaint

We will conduct a full investigation into the points raised and discuss the details of your complaint with the relevant representative at Ideal Debt Solutions as appropriate.

It is the company’s objective to resolve a complaint satisfactorily within 10 working days although where a more detailed investigation is required the process may take longer. In this instance we will send you written acknowledgement within 5 working days of the receipt of your complaint explaining why and informing you of when you can expect to receive a full response.

Financial Ombudsman Service

If you are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman service, details of which will be provided at that time.

Your rights

We hope that you will accept the decision of our Compliance department. If this should not be the case, you remain free at all times to seek an independent form of advice.