Our goal is to give excellent service to all of our customers. We take all complaints seriously in order to improve our service and aim to resolve all problems promptly.
To ensure that we provide the kind of service you expect we welcome your feedback. If at any time you are not happy with the service that we have given, please telephone the business area you usually deal with in order to explain your concerns. If they are unsuccessful then they will transfer the complaint to the complaints department. Alternatively you can contact the Complaints Department on 0161 975 3344, by email at [email protected] or by writing to us at:
Complaints Department, Harrington Brooks, Jackson House, Sibson Rd, Sale, Manchester, M33 7RR.
We aim to resolve your complaint as soon as possible, however sometimes things take a little more time. We may also ask you for further information to allow us to better understand your concerns.
How Harrington Brooks will deal with your complaint:
Your complaint will be investigated upon receipt. If your complaint is resolved by the close of business 3 working days following receipt, you will receive confirmation of this along with your rights for further escalation should you subsequently remain dissatisfied.
If your complaint remains unresolved after the close of business 3 working days following receipt, this will be escalated to our Complaints Department who will acknowledge your complaint.
The Complaints Department will acknowledge the escalation of your complaint within 5 working days.
Final or other response
Within eight weeks of receiving your complaint we will send either a final response providing you with the details of our findings, or; a written response explaining why we may not be in a position to make a final response and an indication of when we expect to be able to provide one. If you are not satisfied with our final response, you have the right to complain to the Financial Ombudsman Service (FOS) within six months of the date of the final response. Details of how to do this are set out below. In addition we will provide you with a leaflet when we send our final response detailing how to complain to FOS.
Financial Ombudsman Service (FOS)
If you are not satisfied with our final response, you have the right to complain to the Financial Ombudsman Service (FOS) within 6 months of the date of the final response.
The Financial Ombudsman Service, Exchange Tower, London E14 9SR
0800 023 4567 or 0300 123 9123
Where else you can complain
Depending on the type of service we are providing you with, you many also complain as described below.
This applies to One Advice Limited IVA and other insolvency solution customers.
The Insolvency Service
If you have a complaint about the manner in which your Individual Voluntary Arrangement has been handled you can inform the Insolvency Service of your concerns. The Insolvency Service has set up a Gateway were consumers can report their complaints and further information is detailed below:
How to Complain:
You can make a complaint by either:
- Completing the complaint form located on the Gateway: http://www.insolvencydirect.bis.gov.uk/contactus/ipcomplaint/complaintform.htm
- Print the above form and send it to: IP Complaints, Insolvency Service, 3rd Floor, 1 City Walk, Leeds, LS11 9DA, or email the completed form to [email protected] (as a PDF, for example)
- Calling the Insolvency Service Enquiry line on 0300 678 0015 (Monday to Friday 9:00am – 5:00pm)