Complaints Procedure

Our aim is to ensure we offer all our customers an excellent level of service across all areas of our business. If at any time we have given you a less than satisfactory service, we undertake to do everything reasonable to put it right.

If you are dissatisfied with any of our services, please contact your Client Service Officer in the first instance who will do their best to resolve your complaint.

How to make a complaint

If your IVA has not yet been approved and you wish to make a complaint about the service you have received please contact our Nominee Department in Manchester:

  • by phone on 0333 939 7919 – call costs are no more than those to geographic numbers (01 or 02) and are included in any telephone contract with inclusive minutes
  • email to complaints.nominee@aperture.uk.com
  • by post to:

Complaints Officer

Aperture Debt Solutions (Manchester) Limited

1st Floor, Charter House

Woodlands Road

Altrincham

Cheshire

WA14 1HF

 

If you are an existing client and your IVA has been approved please contact our Supervisor Department in Belfast:

  • by phone on 0333 939 7920 – call costs are no more than those to geographic numbers (01 or 02) and are included in any telephone contract with inclusive minutes contract
  • email at complaints.supervisor@aperture.uk.com
  • by post to:

Complaints Officer

Aperture Debt Solutions LLP

Water’s Edge

Clarendon Dock

Belfast

BT1 3BH

 

Please have the following available when you call, or include them in any email or letter that you send us:

1) Your full name, address and case reference number

2) The name of the person(s) to whom you have spoken to within our firm

3) Details of what you believe has not been dealt with properly

4) Copies of any correspondence or documents relating to your complaint

5) How you would wish us to resolve your complaint

What happens next?

Initially we would ask you to contact your Client Service Officer who will try to resolve your complaint over the telephone. If you are satisfied with the outcome following this, no further action will be taken.

If we are unable to resolve your complaint at first contact, or you would prefer to submit your complaint in writing, a written acknowledgement will be issued to you; no later than five working days from receiving your complaint. Your concerns will be fully investigated by the Complaints Officer along with the Insolvency Practitioner. A final response will be issued to you within eight weeks of the initial receipt of your complaint or we will explain why we are not able to issue a response.

During this time the Complaints Officer may need to contact you to seek additional information or clarification to ascertain the facts surrounding your complaint.

If we uphold your complaint we will take the appropriate steps to rectify the error promptly and offer an apology for the error.

If you are not satisfied with our response to your complaint you have the right to make a formal complaint. If your complaint is about one of our insolvency practitioners you can complain to our regulators:

England and Wales

If your IVA is approved under the legislation that applies in England and Wales (The Insolvency Act 1986), you can complain through the Insolvency Service which operates a Complaints Gateway as a single-entry point for complaints against Insolvency Practitioners. To do this you should complete the form on the Gateway at https://www.gov.uk/complain-about-insolvency-practitioner

If you require any assistance with completing the form you can email: insolvency.enquiryline@insolvency.gsi.gov.uk or telephone 0300 678 0015 – call costs are no more than those to geographic numbers (01 or 02) and are included in any inclusive minute’s contract you have from your provider.

Northern Ireland

If your IVA is approved under the legislation that applies in Northern Ireland (The Insolvency (Northern Ireland) Order 1989), please direct your complaint to the Authorising Body of your Supervisor.

Sabrina McGurk, Elaine Masters and Jacqueline Westerman are licensed to act as Insolvency Practitioners in the UK by the Insolvency Practitioners Association:

Insolvency Practitioners’ Association

Valiant House

4-10 Heneage Lane

London

EC3A 5DQ

 

Rikki Burton is licensed to act as an Insolvency Practitioner in the UK by the Institute of Chartered Accountants in England & Wales:

Institute of Chartered Accountants in England & Wales

Professional Conduct Department

Metropolitan House

312 Avebury Boulevard

Central Milton Keynes

MK9 2FZ

 

You can also refer your complaint in relation to Aperture Debt Solutions LLP to the Financial Ombudsman Service, free of charge, however you must do so within six months of the date of the final response letter:

For more information, you can visit their website www.financial-ombudsman.org.uk. You can also call them on 0800 023 4567 (calls to this number are now free on mobile phones and landlines) or 0300 123 9123 (calls to this number cost no more that calls to 01 and 02 numbers).

You can also email them at complaint.info@financial-ombudsman.org.uk or write to:

Financial Ombudsman Service Exchange Tower London E14 9SR