Any reference to “we”, “our” or “us” in this Complaints Procedure shall mean Pacific Insolvency Limited.
Pacific Insolvency Limited is a company incorporated in England and Wales, with company number 14809051 and having its registered office at Ram Mill, Gordon Street, Chadderton, Oldham, England, OL9 9RH.
Pacific Insolvency Limited is registered under the Data Protection Act 2018 with the Information Commissioner’s Office (the, “ICO”). ICO Fee Payer Register Number: XXXXXXX
The following complaints procedure is made available to every consumer upon request, it is published on the company’s website, and is included in a summary form in our customer documentation.
We are committed to resolving complaints as quickly as possible. In the event you are unhappy with our services and wish to make a complaint, please follow the appropriate procedure.
At Pacific Insolvency our aim is to provide you, at all times, with first-class service and the highest standards of advice. However, there may be occasions when you feel that these objectives have not been achieved.
If you have a complaint about the service provided by Us then you can contact us in any of the following ways:
By post to: The Debt Advice Service
Ram Mill
Gordon Street
Chadderton
OL9 9RH
By email to: info@pacificinsolvency.co.uk
Or you can call us on: 0800 254 5440
Dealing with Your Complaint
We take all complaints seriously and will deal with your concerns in the following manner;
We will acknowledge receipt of the complaint within five working days.
If we are still investigating your complaint after four weeks, we will explain to you the reasons why and indicate when you can expect a full and final response.
We should have finalised our investigation and issued our final response within a maximum of eight weeks. When we have completed our investigation, we will send you a final response. This response will detail the investigation and our findings. It will also confirm our conclusions and whether the complaint has been upheld, partially upheld, or not upheld. The response will also explain any action being taken, or that has been taken, to correct the situation that led you to complain.
Regulator Details
The Insolvency Practitioners Association (IPA) is the regulatory body for the Insolvency Practitioner at Pacific Insolvency Limited. The IPA promote and maintain high standards throughout the insolvency industry and undertake regular monitoring visits to each member to ensure that all Insolvency Practitioners act in line with the insolvency rules, relevant legislation, the code of ethics and best practice guidelines.
Further Escalation
If you are dissatisfied with our final response, or we have not been able to resolve your complaint, or indeed at any time of the process, you can escalate the complaint to the IPA using the Insolvency Complaints Gateway using one of the following methods;
- Telephoning the Insolvency Service Enquiry Line on 0300 678 0015 (Monday to Friday 9 am – 5 pm)
- Using the online Complaints Form at the following address https://www.insolvencydirect.bis.gov.uk/ExternalOnlineForms/InsolvencyPractitionerCompla int.aspx
- Email to insolvency.enquiryline@insolvency.gov.uk
- Posting the online complaints form to: IP Complaints, Insolvency Service, 3rd Floor, 1 City Walk, Leeds, LS11 9DA.
Please note that even if a complaint is upheld, regulators will not intervene or adjudicate on case specific matters; they will only consider whether disciplinary sanctions should be ordered against the insolvency practitioner.
