Complaints Handling Policy

Complaints Handling Policy

Advice Centre Group Ltd is committed to providing excellent service to its clients. However, in the event that a client is dissatisfied with any aspect of the service they have received, a complaints procedure has been established to ensure that complaints are dealt with in a fair and timely manner.

Complaints Procedure

Complaints can be submitted verbally or in writing from clients, or other parties, in any of the following ways:

  • By telephone on 0161 660 6270. Lines are open between 9am and 7pm Monday to Thursday and 9am to 3pm on Fridays (excluding bank holidays). Calls are charged at standard rates for your phone provider.
  • By writing to us at Advice Centre Group Ltd, Second Floor A, Cheadle Place, Stockport Road, Cheadle, SK8 2JX

When submitting a complaint include your name, contact details, client reference number, some details about your complaint and how we can help put things right.

How we deal with the complaint

We will try resolve the complaint within 3 working days of receipt, however if it is complicated it may take longer. Our aim is to fully resolve the complaint within 8 weeks.

If the complaint is not resolved within 3 working days, an acknowledgment will be issued within 5 working days confirming the complaint is being dealt with and providing contact details of the person responsible for handling it.

If the complaint is still being investigated 4 weeks after receipt, we will explain the reasons why more time is required to investigate the response and how long it will be before a final response can be provided (within a maximum of another 4 weeks).

Within 8 weeks of receiving the complaint, a final response to the complaint will be provided which details our findings and conclusions.

Your rights

You can seek independent advice.

At any time you can refer the complaint directly to The Insolvency Practitioners Association, the body that regulates our Insolvency Practitioner.

If you remain dissatisfied with the final response to the complaint, and have not already contacted The Insolvency Practitioners Association, you can contact the Insolvency Complaints Gateway which is operated by the Insolvency Service.  You can do this in any of the following ways:

Advice Centre Group
Advice Centre Group
Advice Centre Group

You can visit the Money Helper website to find out more about managing your money and to get free advice, they are an independent service set up to help people manage their money

© 2023 Dissolve Debt Ltd. www.advicecentregroup.co.uk is a trading style of Dissolve Debt Limited, which is authorised and regulated by the Financial Conduct Authority, firm reference number 662423. Your payments into a Debt Management Plan are protected, and compensation could be available from the Financial Services Compensation Scheme if there are any shortfalls in funds held on a customer’s behalf. Dissolve Debt refers customers to Advice Centre Group Ltd for Individual Voluntary Arrangements and Protected Trust Deeds. Advice Centre Group Ltd registered in England and Wales (14322979). Registered office: Second Floor A, Cheadle Place, Cheadle, Cheshire, England, SK8 2JX. Adam Southard is authorised as a Licensed Insolvency Practitioner in the United Kingdom by the Insolvency Practitioners Association

We only provide advice after completing or receiving an initial fact find where the individual(s) concerned meet the criteria for one of our insolvency solutions, therefore, all advice is given in reasonable contemplation of an insolvency appointment.

Adam Southard is licensed to act as an Insolvency Practitioner in the UK by the Insolvency Practitioners Association. Office Holder No. 11930

Insolvency Practitioner Directory- Insolvency Practitioner Details (bis.gov.uk)

We provide solutions to individuals throughout the UK, specialising in Individual Voluntary Arrangements that comply with the IVA protocol