Our Complaints Policy
DebtChampion is committed to providing a professional, fair, efficient and courteous service to all participants in the insolvency process, whether they be creditors, directors, shareholders, bankrupts or debtors.
In the event that you are dissatisfied with any element of the service we provide, then we want you to tell us about it and we will try to resolve your complaint. This will also help us to improve our service.
Our Complaints Procedure
In the first instance, please try to resolve your complaint with the individual with whom you have been dealing or their immediate supervisor, manager or indeed the duly appointed Insolvency Practitioner.
In the event that this does not resolve matters to your satisfaction, please contact Anel Andrew, Insolvency Practitioner, DebtChampion, Suite 2D Queens Chambers, 5 John Dalton Street, Manchester, M2 6ET, telephone number 0161 876 4567.
Please note that Anel merely acts as a conduit within the internal complaints process. Whilst we appreciate that you may be frustrated and angry during the initial notification of your complaint, we would respectfully request that you try to remain as courteous as possible when talking to or contacting Anel, whose primary role is to assist you during the process.
In order to assist us with dealing with your complaint as quickly and efficiently as possible, your letter of complaint.
As the process continues, you should also please let us know as soon as possible if your circumstances or expectations change or if any of the information provided with your letter of complaint changes or ceases to become applicable.
What will happen next?
We will send you a letter acknowledging your complaint. We may also ask you to confirm or explain some of the details of your complaint. You can expect to receive this letter within five days of receiving your written complaint.
We will record your complaint in our central register and open a file.
We will then start to investigate your complaint.
We will write to you with the outcome of your complaint which will be within 8 weeks of receiving your complaint.
In the unfortunate event that it is not possible for DebtChampion to resolve your complaint, you can refer the complaint to The Insolvency Complaints Gateway, (https://www.gov.uk/complain-about-insolvency-practitioner).
The Insolvency Complaints Gateway will review the complaint and decide whether it is appropriate to refer the matter to the Insolvency Practitioner’s authorising body.
Please note that the Insolvency Service, (the body responsible for running the Insolvency Complaints Gateway) encourages a complainant, in the first instance, to attempt to resolve any grievances via the internal complaints process of the firm in respect of which the complaint is being made.
Complaints should only be referred to the Insolvency Complaints Gateway if attempts to resolve the matter using the firm’s internal complaint process have proved to be unsuccesful.