At The Consultancy People, we take complaints extremely seriously. We want to provide the best possible service to our customers and although we do aim for excellence, we understand that sometimes we may not meet our own high standards. If your expectations of our service have not been met, the below outlines our complaints handling procedure.
Customers wishing to make a complaint can contact The Consultancy People via telephone, email or in writing.
0800 002 9061 Freephone
The Consultancy People
8th Floor, Beckwith House
1 Wellington Road North
The Consultancy People strive to resolve any complaints we receive as promptly as possible, however some cases may be more complex and therefore require more time to fully investigate.
If your complaint is resolved by our management team by the close of business 3 working days following receipt, you will receive a summary 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 the Complaints Team, who will acknowledge your complaint in writing. Our Complaints Team may need to contact you if further information is required to allow us to better understand your concerns and investigate the matter appropriately. Within eight weeks of receiving your complaint, our team will either send you their final response confirming the outcome of their findings, or confirm that an extension is required, explaining why this is the case and indicating when they expect to be able to complete their review and provide their final response.
If you are dissatisfied with the outcome of our final response communication, you have the right to complain to the Financial Ombudsman Service (FOS), but must do so within six months of the date of our final response. We will provide you with a FOS leaflet titled ‘Your Complaint and the Ombudsman’ along with our final response. This leaflet outlines how to complain to FOS and how their complaints process works.
The FOS can be reached via the below contact methods:
The Financial Ombudsman Service
For further information about the Financial Ombudsman Service, you can also visit www.financial-ombudsman.org.uk
If you have a complaint about the way your Individual Voluntary Arrangement has been handled, you can contact the Insolvency Service – the Government agency responsible for authorising and regulating the insolvency profession.
The Insolvency Service has set up a ‘Gateway’ service on their website for customers to report complaints via the completion of an online form. This can be found at the link below:
Once completed, this form can either be printed and posted to the Insolvency Service, or saved as a PDF and emailed to them, via the details below:
1 City Walk
If you have any queries about the Insolvency Service complaints process, you can call their enquiry line (open Monday to Friday 9:00am -5:00pm) on 0300 678 0015.