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Complaints Procedure

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 email to enquiries@advicecentregroup.co.uk
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:

Complete the online complaints form on the Insolvency Service website https://www.insolvencydirect.bis.gov.uk/ExternalOnlineForms/InsolvencyPractitionerComplaint.aspx
Complete the online complaints form and post it to IP Complaints, Insolvency Service, 3rd Floor, 1 City Walk, Leeds, LS11 9DA
Contact the Insolvency Service Enquiry Line by email at insolvency.enquiryline@insolvency.gov.uk or telephone on 0300 6780015

Registered office: Second Floor A, Cheadle Place, Cheadle, Cheshire, England, SK8 2JX.

Registered office: Second Floor A, Cheadle Place, Cheadle, Cheshire, England, SK8 2JX.

© 2024 Advice Centre Group Ltd.

www.yourdebtadvisor.co.uk is a trading style of Advice Centre Group Ltd registered in England and Wales (14322979). Registered office: Second Floor A, Cheadle Place, Cheadle, Cheshire, England, SK8 2JX. 

Advice Centre Group works in reasonable contemplation of ivas. If you decide on another solution other than an iva we will pass you to our partner Dissolve Debt Limited, which is authorised and regulated by the Financial Conduct Authority to provide debt advice, firm reference number 662423. 

Entering into a debt management plan, you will be made aware of any fees before you contract into any agreement, and you will be given plenty of time to think about what you want to do before making a decision. At no stage are you under any obligation and you are always protected by your consumer rights.

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 regarding Individual Voluntary Arrangements (IVA) 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)

What you need to know about Individual Voluntary Arrangements (Insolvency Service)

We provide solutions to individuals throughout the UK, We Will help recommend solutions available, tailored to your circumstances in which you can then make an informed decision about which solution you qualify for.