Complaints Procedure

Money Helper (formerly The Money Advice Service) is a free service set up by the Government to help people make the most of their money. If you would like to learn more click here.

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 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