This notice sets out details of the complaints procedure which we operate to try to resolve complaints which you, the customer, may have in relation to the services that we provide.
Our Commitment to You
At Financial Support Systems Ltd (FSS), we are committed to providing a professional and transparent service at all times, however we recognise that there may be occasions where you feel unhappy with the way we’ve handled your case and wish to make a complaint.
We treat complaints from customers very seriously and we will investigate with the aim of resolving matters quickly and satisfactorily. We use the valuable feedback provide from customers during a complaint to try to further improve the quality of the service we provide.
What You Can Complaint About
You can raise a complaint if you are dissatisfied with any aspect of our service, including (but not limited to):
- How we’ve handled your IVA or interactions with creditors
- Information you’ve received during the IVA process
- The behaviour or professionalism of our staff
- Communication or delays in dealing with your case
How to Make a Complaint
- You can raise a complaint in any of the following ways:
- Phone: 0161 359 7871
- Email: ivacomplaints@financialsupportsystems.co.uk
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Post:
Complaints Department
Financial Support Systems,
Peter House,
Oxford Street,
Manchester
M1 5AN
You may wish to first speak directly with a member of our Customer Support Team. If your concern cannot be resolved immediately, it will be escalated to a senior member of staff for further investigation.
How We Will Handle Your Complaint
Once we receive your complaint, we will:
- Acknowledge it promptly
- Assign it to a trained senior team member for investigation
- Conduct a full investigation into the points raised
- Contact you if more information or further discussion is needed
- Provide a final written response within eight weeks of receiving your complaint
If we are unable to provide a final response within eight weeks, we will write to explain why and let you know when you can expect a full reply.
What if You’re Still Not Satisfied?
If you’re unhappy with our final response — or if eight weeks have passed without one — you can refer your complaint to the Insolvency Service Gateway, which acts on behalf of the regulators of Insolvency Practitioners.
You can submit a complaint online or find more information at:
Or contact the Insolvency Service directly:
- Email: insolvency.enquiryline@insolvency.gov.uk
- Phone: 0300 678 0015 (calls charged at standard geographic rate)
Important: Even where a complaint is upheld, The Insolvency Service will not intervene or adjudicate in individual case outcomes. Their role is to assess whether an Insolvency Practitioner has met their professional obligations and, if appropriate, refer matters for regulatory action.
Need Support?
If you require help with any part of this process or would like us to support you in raising a complaint, please get in touch using the contact details above.