NancollasGreer code of conduct
for complaints
Examples of the types of complaints
covered by this code of practice are:
- delays
- mistakes
- staff behavior
- poor or misleading advice or
guidance
- the way in which we administer
your file
This code of conduct does not
cover disputes about the meaning or correct
application of the law.
What to do in the event of
a complaint
At NancollasGreer we work
hard to achieve the highest levels of service
so in the event of a complaint we take the matter
very seriously and will always investigate it
thoroughly and take appropriate actions to remedy
any problems. Our complaints procedure is straightforward.
In the first instance, whenever possible, you
should try to resolve your complaint on the
spot with a member of staff. If you are unable
to do so you should put your complaint in writing
to one of our Directors who can be contacted
at:
NancollasGreer, Third Floor,
31 Chatsworth Road, Worthing, West Sussex, BN11
1RY
What we will do:
All complaints will be formally
acknowledged in writing within 48 hours (excluding
weekends and bank holidays) of receipt. This
acknowledgement will provide details of the
name and contact details of the person responsible
for investigating the complaint.
We will carry out a thorough investigation
of your complaint. We will be honest and fair
in our dealings with you and ask you, in return,
to do the same to us. We will keep you fully
informed about the progress of our investigations.
If the investigation process takes
longer than 2 weeks, we will report the reasons
why the complaint has not been resolved in that
time, and indicate how much additional time
may be required.
We will send you a final response
letter no later than 4 weeks after receiving
the complaint (unless it has not already been
resolved to your satisfaction).
If the complaint is upheld, we
will apologise, tell you what went wrong and
what we will do to put things right.
In the unlikely event that the
complaint cannot be resolved and the relationship
between us has broken down irrevocably, it may
be necessary to consider appointing another
Insolvency Practitioner to be a replacement
Supervisor of your Individual Voluntary Arrangement.
If this is the case, we would have to convene
another meeting of creditors in order to obtain
their agreement to this course of action. We
would not consider this course of action without
first discussing it with you.
If you are not satisfied with
the decision reached by us, you can write to
BIS, they are the regulators of our Insolvency
Practitioner, Sarah Nancollas, and they will
look into your case. Their service is free.
You can contact them at:
Department of Business, Innovation
and Skills
Insolvency Practitioner Unit
The Insolvency Service
4th Floor
Cannon House
18 Priory Queensway
Birmingham
B4 6FD
