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, there are three ways that you can contact our Customer Services Team to explain your concerns:

  • by phone on 0333 939 7920 – call costs are no more than those to geographic numbers (01 or 02) and are included in any inclusive minutes contract you have from your provider
  • email at ivacustomerservices@aperture.uk.com
  • by post to:

Customer Services Team

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

Initial complaint resolution stage

Upon receipt of your complaint our Customer Services Team will log it and assign it to the Team Leader responsible for the area of your concern to investigate and, hopefully, reach a satisfactory conclusion with you within ten working days of the complaint being logged. If you are satisfied with the outcome following this, no further action will be taken.

Intermediate complaint resolution stage

If you are not satisfied with how your complaint has been dealt at the initial stage, it will be directed back to our Customer Services Team and you will receive a formal letter of acknowledgment within five working days of the completion of the initial complaint resolution stage.  Your Supervisor will write to you setting out his/her response to the points you have raised, including any issue resolutions that may be appropriate, within ten working days of the date of the acknowledgement letter.

Final complaint resolution stage

If you are still dissatisfied with the response you have received from your Supervisor, the matter will be escalated to Sabrina McGurk, our Head of Compliance to investigate. She will send you a formal letter of acknowledgment within five working days of receipt of your complaint, and will provide you with a written response within fifteen working days from the date of her acknowledgement letter.  This will set out her conclusions following her independent investigations and a full and clear explanation of the issue(s) that lead to your initial complaint. During this period, we may need to contact you to seek additional information as required.

If it is not possible to issue you with a final response within fifteen working days, we will write to you in advance of that time to explain the delay and when we expect to be able to do so.

Should the investigation conclude that an error has been made, the necessary steps will be taken to rectify the error immediately and we will 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 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. The contact details for the Compliant Gateway are as follows:

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 which licenses all of our Supervisors – the Insolvency Practitioners’ Association – whose address is:

Insolvency Practitioners’ Association

Valiant House

4-10 Heneage Lane

London

EC3A 5DQ