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 BERR, 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, Enterprise & Regulatory Reform
Insolvency Practitioner Unit
The Insolvency Service
4th Floor
Ladywood House
45-46 Stephenson Street
Birmingham
B2 4UZ