Complaints Policy

Our Commitment to You

At Assure Insolvency, we are committed to delivering an excellent service at all times. We take complaints seriously, as they help us learn, improve, and ensure that our clients receive the best possible experience.

We pride ourselves on offering a service built on discretion, professionalism, and customer satisfaction. However, we recognise that sometimes things may not go as planned. If this happens, please let us know — we will fully investigate your concerns and do everything we can to put things right quickly and fairly.

You will be kept informed as your complaint progresses, and you are welcome to contact us at any time for an update.

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How to Make a Complaint

You can contact us in whichever way is most convenient for you:

Once we receive your complaint, we will begin investigating it straight away.

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How We Handle Your Complaint

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

If your complaint cannot be resolved at this stage, it will be escalated to our Compliance Team, who will:

• Formally acknowledge your complaint in writing;
• Confirm who will be handling it; and
• Keep you informed throughout the process.

Our goal is to resolve all complaints within eight weeks. If we need more time, we will explain why and let you know when you can expect a final response.

Within 4 Weeks

If we are still investigating, we will write to you to explain the reason for the delay and provide an estimated timeframe for completion (no longer than an additional four weeks).

Within 8 Weeks

Once our investigation is complete, we will issue a Final Response Letter. This will include:

• A summary of our investigation and findings;
• Confirmation of whether your complaint is upheld, partially upheld, or not upheld;
• Details of any corrective action taken; and
• Information about any redress (if applicable).

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Information We Need From You

To help us investigate your complaint efficiently, please include:

• A clear description of your concerns;
• Names of any individuals involved (if applicable);
• Relevant dates and times; and
• Your preferred contact details.

The more information you provide, the faster we can reach a fair resolution.

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If You Remain Dissatisfied

If you are unhappy with our final response or if we have not resolved your complaint within eight weeks, you can refer the matter to our regulator — the Insolvency Practitioners Association (IPA) — via the Insolvency Complaints Gateway, operated by the Insolvency Service. The IPA ensures insolvency practitioners maintain high professional standards and comply with all relevant legislation and guidance.

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Our Promise

We appreciate the opportunity to put things right and value all feedback — positive or negative. Every complaint helps us improve our service and maintain the high standards our clients expect from Assure Insolvency.