0161 826 8171

Our commitment to you

Complaints handlingpolicy.

Our goal is to provide excellent service at all times. If something goes wrong, we want to know about it so that we can investigate, put things right where appropriate and improve our service.

Making things right

We take complaintsseriously.

At Your Debt Advisor, we pride ourselves on providing a service with discretion, professionalism and customer satisfaction at its core. We also recognise that sometimes things can go wrong.

If that happens, please contact us. We will fully investigate your complaint and do everything we reasonably can to address the issues you have raised.

We will keep you updated as matters progress and you are welcome to contact us if you have questions while your complaint is being investigated.

How to complain

Contact us in the way that suits you.

Whichever method you choose, we will begin dealing with your complaint as soon as possible.

In writing

Write to us

2 City Approach
Albert Street
Eccles
Manchester
M30 0BL

What happens next

Our complaints process

We aim to resolve concerns as quickly as possible while making sure your complaint is properly investigated.

01

Initial investigation

We will aim to resolve your concerns promptly.

In the first instance, one of our experienced managers will aim to resolve your concerns within three working days of receipt.

If the manager is unable to resolve your concerns, the matter will be escalated to our Compliance Team. Your complaint will be formally acknowledged and we will confirm the contact details of the person dealing with it.

02

If we are still investigating

Within four weeks

If our investigation is still ongoing, we will explain why we require more time and indicate when you can expect our full and final response.

Our aim is to complete the complaints process within a maximum of eight weeks.

03

Completing our investigation

Within eight weeks

When we have completed our investigation, we will send you a final response explaining our investigation and findings.

We will confirm our conclusions, including whether we have upheld, partially upheld or not upheld your complaint. We will also explain any action we are taking or have taken to correct the issue and detail any redress that may be due.

Helping us investigate

What informationshould you provide?

To help us deal with your complaint, please provide as much detail as possible about the issue you are raising.

  • A clear explanation of the nature of your complaint.
  • The names of any people involved, where relevant.
  • Relevant dates and times.
  • Copies or details of relevant correspondence or other supporting information.
  • Your contact details so that we can respond and keep you updated.

If you remain dissatisfied

The IP ComplaintsGateway.

Insolvency practitioners are authorised and regulated through recognised professional bodies. Adam Boys is authorised by the Insolvency Practitioners Association (IPA).

Escalating your complaint

If you remain dissatisfied after giving us the opportunity to deal with your complaint, you can submit a complaint through the Insolvency Service's IP Complaints Gateway.

The Gateway will consider whether the complaint concerns conduct that should be referred to the insolvency practitioner's relevant recognised professional body.

Visit the IP Complaints Gateway

Need help accessing the complaints process?

Insolvency Service Enquiry Line
0300 678 0015

Monday to Thursday, 9am to 5pm
Friday, 9am to 3pm

insolvency.enquiryline@insolvency.gov.uk