Introduction to our Complaints Code of Practice

1.1 What is this notice about?

This notice is our code of practice for dealing with complaints. It tells you:

This notice has been structured and written to improve readability.

Our Internet site also has other useful information about our services and products.

1.2 What sorts of complaints are covered?

Examples of the types of complaints covered by this code of practice are:

• mistakes
• delays
• poor or misleading advice or guidance
• staff behavior
• the way in which we administer your file

This notice does not cover disputes about the meaning or correct application of the law

1.3 Where can I find more information about appeals?

You can find further information on how to appeal on our Complaints Service Promise.

2. Our standards of service

2.1 What kind of service can I expect?

We are committed to providing a high quality of service.

Please tell us what you think of our service. We welcome all your comments whether they are complaints, compliments or suggestions. By letting us know what you think we can monitor our performance and continuously improve our service.

3. How to complain

3.1 What should I do if I want to complain?

Our complaints procedure is straightforward and easy to use.

Whenever possible you should try to resolve your complaint on the spot with our manager. If you are unable to do so you should contact our Compliance Officer. Their telephone numbers and addresses are listed in section 7.

You can complain:

• by speaking to a member of staff who will take your name and contact number
• in writing, by letter, email, or fax.

The member of staff will not be able to discuss the complaint with you please do not pressure the member of staff to deal with you. They will take your name and number and a manager will call you within 24 hours on a business day.Please make it clear that you want the problem to be treated as a complaint.

3.2 What information do you need to give us?

It will help us deal with your complaint if you give as much background information as possible.

• your IVA reference number
• your name and contact details
• the date of your approved IVA
• the nature of your complaint and the identity of the member of staff that dealt with you

4. How we handle complaints

4.1 Who will deal with my complaint?

The member of staff you speak to will ask the appropriate manager to investigate your complaint or it will be passed directly to our Compliance Officer, who will send you a response, normally within 10 working days.

4.2 How will my complaint be dealt with?

We will carry out a thorough investigation of your complaint. At all times we will be honest and fair in our dealings with you and ask you, in return, to do the same for us. If you complain we will:

• treat you with tact, courtesy and fairness at all times
• not treat you any differently because you have complained
• not discriminate against you because of your colour, race, religion, age, sex or sexual orientation or because of any disability
• acknowledge receipt of your complaint and tell you who is dealing with it or if it has been passed to another office
• aim to respond within 10 working days and, if we can’t, tell you why and let you know when we will reply in full
• if the complaint is upheld, apologize, tell you what went wrong and what we will do to put things right.

4.3 What if I am not satisfied?

If you are unhappy with our response to your complaint, you can ask for it to be reconsidered by a Director of Kingsgate or one of the Insolvency Practitioners. You cannot complain about an agreed term in your proposal you must discuss this with your Supervisor as it is a term of your contract with your creditors

If your complaint is concerning a Practitioner then your complaint will be referred to the Insolvency Practitioners Association (the IPA).

If your complaint is concerning Kingsgate Insolvency’s admonistration then you may refer your complaint to the Financial Ombudsman.

If your complaint is concerning Kingsgate Insolvency’s administration then you may refer your complaint to the Financial Ombudsman.

5.1 The Regulators for Kingsgate Ltd

If you are not satisfied with the decision reached by Kingsgate Insolvency, you can ask the Financial Ombudsman to look into your case. The service is free:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Tel: 0207 964 1000;
Fax: 0207 964 1001

Or you can write to the IPA, they are the regulators of the Insolvency Practitioners and they will look into your case. Their service is free:

Insolvency Practitioners Association
Valiant House
4-10 Heneage Lane
London
EC3A 5DQ
Main Switchboard
0207 623 5108

6. Costs and compensation

6.2 Can I claim compensation for worry and distress?

Our mistakes can, in some circumstances, cause considerable worry and distress. If our actions have affected you particularly badly please let us know. We may be able to make a payment in addition to any direct costs we reimburse to acknowledge any distress you may have suffered, but this will only be paid if we are totally at fault.

Similarly, we may also make a payment if we handle your complaint badly or take an unreasonable time to deal with it.

We will consider each case on its own merits. These payments are not intended to put a value on the distress you may have suffered and will typically be no more than £25.

Complaints Service Promise

We at Kingsgate Insolvency take the quality of our advice and service very seriously, therefore we want to hear from you if you feel in any way that we have not satisfied your expectations.

1. Please email us at complaints@churchwoodfinancial.co.uk or put your compliant in writing to the Compliance Officer
2. The details of your complaint will be invetigated and we will try to resolve the issue, there and then.
3. You must state your Reference number, name & address and full details of your complaint. It would be helpful if you told us what you would like to happen.
4. The result of the investigation will be forwarded to you, by email, or letter.
5. If you are still not happy with the outcome then you can make a formal complaint to FOS if your complaint is about Kingsgate Insolvency:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
020 7964 1000 (switchboard)
+44 (0)20 7964 1000 (for calls from outside the UK)
020 7964 1001 (main fax)

You can contact them at the above address.

If your complaint is concerning an Insolvency Practitioner then you must contact either:

Insolvency Practitioners Association
Valiant House
4-10 Heneage Lane
London
EC3A 5DQ
0207 623 5108 (main switchboard)
0207 623 5127 (fax)

Or write to

Department of Business, Enterprise & Regulatory Reform
Insolvency Practitioner Unit
The Insolvency Service
4th Floor
Ladywood House
45-46 Stephenson Street
Birmingham
B2 4UZ