Complaints Handling Policy

We are committed to providing a quality, professional service with your best interests in mind. In the unlikely event that you feel the need to complain, this should be directed to ‘the The Managing Director’ at Horsfields Ltd (Company Number 5054945), in writing to our registered office at Belgrave Place, 8 Manchester Road, Bury, BL9 0ED. Your complaint will be acknowledged within 14 working days and, a full response will be given within 28 days.

Alternatively, you are able to direct your complaint to The Insolvency Complaints Gateway (“ICG”). However, we would request that you address your complaints to us in the first instance to give us an opportunity to investigate the matter.

STAGE ONE – YOUR COMPLAINT

What is a complaint?

If you are dissatisfied with the service we provide and gives reason to complain this will be dealt with under this procedure.

How can a complaint be made?

You can make a complaint by letter addressed to the The Managing Director, Horsfields Ltd, Belgrave Place,8 Manchester Road, Bury, BL9 0ED.

Who does the complaint need to be addressed to?

Your complaint should be directed to our Managing Director and will always be investigated by someone independent of the original problem.

What information should I include with my complaint?

Please ensure you make it clear:
• That you are making a complaint; 
• The reason you are complaining; 
• If appropriate, the person you are complaining about and what it is you consider they did wrong;
• How you have been affected; 
• Any suggestions you have as to how the issue could be resolved.
Your complaint will still be fully considered even if all of the above information is not included.

STAGE TWO – OUR FIRST RESPONSE

What response should I expect to receive from my complaint?

Within fourteen working days of receipt of your complaint, we will send to you:
• A written acknowledgement confirming who will be dealing with your complaint and how you can contact that person. 
• An indication of how long it will take to resolve your complaint. 
• A copy of our complaints procedure.

If we need more information we will request it from you. Even if you do not provide the information, we will still continue with this complaints procedure. In that case we will only be able to resolve the complaint acting on the information available.

When can I expect a reply?

We will aim to complete our investigation within four weeks from receipt of your complaint. If we are unable to do so we will contact you in writing after four weeks to advise you that our investigations are continuing, why we have not yet resolved the problem and when you can expect us to make further contact.

If the process is going to take more than eight weeks, we will again contact you in writing to advise:

• We need more time and why. 
• An estimate of how long we think it will take us to resolve your complaint. 
• If you are not happy with the delay what steps you can take to pursue the complaint further.

STAGE THREE – OUR DECISION

Once our investigation is complete, we will write to you with our findings. This response will set out: 
• Our findings.
• If your complaint is upheld, how we intend to rectify the situation. 
• If your complaint is not upheld, our reasons for coming to this decision.
• Your rights of appeal against our decision.
• Details of what steps you can take to pursue the complaint (including your rights to refer the matter to the ICG).

What do I need to do next?

If you accept our findings you will need to confirm in writing. If you do not write to us within 8 weeks of receipt of our response, we will assume you are satisfied with the outcome of the complaint and will not write to you again. Any offer of redress or other proposals we made will be automatically withdrawn.

If you do not accept our response and wish to take the matter further, you can appeal against our decision. You simply need to contact The Managing Director in writing and advise us that you wish to appeal against the outcome of the complaint, and why you remain dissatisfied. The case will then go on to the appeals stage.

STAGE FOUR – APPEAL

You have four weeks from receiving our response in which to appeal. Your case will then be re-considered and we will review the decision made. You will receive another letter, called a ‘Final Response’ within four weeks of receipt of your appeal letter. The final response will be a letter advising you: 
• That we have finished reviewing your appeal.
• The outcome of the review. 
• If your complaint is upheld, how we intend to rectify the situation. 
• If your complaint is not upheld, our reasons for coming to this decision. 
• That if you remain unhappy with our final response, what steps you can take to pursue the complaint (including your rights to refer the matter the ICG).

What do I need to do if I am still dissatisfied after the appeal?

Everyone we deal with is covered by this complaints procedure. The formal notice after appeal stage will be the end of our formal complaints procedure unless your complaint is forwarded to the ICG. The ICG are a government department that will investigate the basis of your complaint and what we have done as a company to address your concerns to your satisfaction. The ICG can be contacted as follows:
Telephone: 0300 678 0015
Email Mail: insolvency.enquiryline@insolvency.gsi.gov.uk
Web: www.gov.uk/complain-about-insolvency-practitioner

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