This notice sets out details of the complaints procedure which we operate to try to resolve complaints which you, the client, may have in relation to the services that we provide. This complaints procedure is aimed at resolving complaints quickly and satisfactorily and further improving the quality of the service we provide.
What is covered in our complaint’s procedure?
Our complaints procedure covers complaints which you may wish to make with regard to the advice and services that we have provided to you, in particular, the manner in which we have dealt with your creditors and the information we have provided to you about our dealings on your behalf.
How do you make a complaint?
If you are unhappy with the advice or service we have provided to you, you should in the first instance discuss the situation with your initial advisor. Should you be dissatisfied with the explanation he or she has given to you then your complaint will be referred to a senior complaint’s handler and/or a manager within that department. You can contact us on 0161 233 6927.
Alternatively, complaints can be sent:
By post to:
Bridgewater Finance Group,
58-60 Whitworth St,
By email to: info@BridgewaterFinanceGroup.co.uk
How will we handle your complaint?
A complaints handler shall be appointed and will consider the contents of your complaint. In certain circumstances we may need to contact you for further information in order to better understand your position. Should you need to contact us, you can do so by calling on 0161 233 6927.
We will conduct a full investigation into the points raised and discuss the details of your complaint with your advisor where appropriate. Once all information has been considered you will be sent a final response letter which will confirm whether the company accepts either completely or to some degree your complaint or does not accept your complaint. Where applicable, you will be advised of what steps the company will take to put right the complaint and ensure the same problem does not re-occur.
It is the company’s aim to resolve any complaint satisfactorily within 8 weeks, although where more detailed investigation is required the process may take longer. You will be kept informed of the time scale that will be required for us to investigate your complaint.
We hope that you will accept the decision of our Client Support Manager, however if you remain dissatisfied after we have given you our final response you can complain to our insolvency practitioner’s regulator through the Insolvency Complaints Gateway (ICG). Detailed guidance about making a complaint can be found at https://www.gov.uk/government/publications/insolvency-practitioners-guidance-for-those-who-want-to-complain. A complaint can be made online by using the link in the guidance, or by email to: firstname.lastname@example.org or by telephone 0300 678 0015 – call costs are no more than those geographic numbers (01 or 02) and are included in any inclusive minute’s contract you have from your provider.
Please note that even if a complaint is upheld, regulators will not intervene or adjudicate on case specific matters; they will only consider whether disciplinary sanctions should be ordered against the insolvency practitioner.