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Complaints Procedure

We aim to provide a very high standard of service to every customer. If you are unhappy, for any reason, with the service we provide to you we would welcome your feedback and the opportunity to put things right. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our customers.

This guide explains how we will deal with any complaints we receive. It also tells you what you can do if your complaint is not resolved to your satisfaction.

If you have a complaint

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing.

To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department you have been dealing with. It will help us to deal with your complaint quickly if you can provide the following information:

• your full name and address and a daytime contact telephone number;
• full details of your complaint;
• your account details and any policy numbers;
• details of what you would like us to do to put things right;
• photocopies of any relevant paperwork.

We will try to resolve your complaint within three business days of receipt. If this is achieved we will write to you by email or letter as appropriate to confirm that your complaint has been resolved and to explain your next steps. If we are unable to resolve your complaint within this timescale we will acknowledge your complaint in writing within five working days and provide details of the person who will be dealing with your complaint.

We may ask you for further information to allow us to better understand your concerns. Once we have completed our investigation we will tell you our findings and, if appropriate, how we will put things right.

If we are unable to send a final response to your complaint within four weeks we will write to you or telephone you explaining why we have not yet resolved the complaint and indicating when we will contact you further. If your complaint is particularly complicated, we will keep you informed of the progress of our investigations.

If we are unable to provide a final response within eight weeks, we will confirm this in writing and provide a timescale within which you can expect a final response. If, at this time, you are dissatisfied with the delay, you may refer your complaint to the Complaints Gateway or the Financial Ombudsman Service.

All complaints can be sent to:

If you are not satisfied with our final response

Regulatory bodies

Our Insolvency Practitioners (IPs) are authorised by the Insolvency Practitioners Association (IPA) who can be contacted at Head of Regulation, Valiant House, 4-10 Heneage Lane, London EC3A 5DQ.

You can refer your complaint to the IPs authorising body at any time or if you remain unhappy following our response. You can do this by completing the online complaints form available at https://www.gov.uk/complain-about-insolvency-practitioner which can be sent by email or by post to the Complaints Gateway. Alternatively, you can call the Insolvency Service Enquiry Line on 0300 678 0015, who will take you through the questions on the form over the phone.

Customers in Northern Ireland can contact the appropriate regulatory body as follows.

The Financial Ombudsman Service

If your complaint relates to the advice that you have received from Freeman Jones prior to entering into your IVA, and this advice was given prior to April 2014, you may also have the right to refer the matter to the Financial Ombudsman Service who will review your complaint. You must do this within six months of our final response.

When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory guide. Alternatively, you can obtain a copy from:

Financial Ombudsman Service, Exchange Tower, London E14 9SR

www.financial-ombudsman.org.uk

Or by calling: 0800 023 4 567 - calls to this number are now free on mobile phones and landlines

Or 0300 123 9 123 - calls are charged at the same rates as 01/02 numbers on mobile tariffs

Or +44 20 7964 0500 if you are calling from outside the UK

It's good to know:

• We negotiate with the UK's major lenders and retailers
• We pride ourselves on our approach to great customer service
• Each month 1000s of people are benefiting from our help

To find other sources of free advice visit Money Helper. It's here to listen and give free, impartial, trusted guidance. Based around you and backed by government.

Subject to eligibility and acceptance. Fees Payable. Debt write off applies to unsecured debts only and on completion of an IVA, alternative solutions may be offered. If your IVA fails, it could lead to Bankruptcy. Your ability to obtain credit will be affected for at least 6 years. Homeowners may be required to release the equity in their property.