www.iva.co.uk

Posted initially by Foggy


OK -- this will be my final post on this subject as all we are doing is going around in circles. This is generic and does not specifically relate to any one firm:

We are advised, in the first instance, to utilise the relevant firms complaints procedure, which has to be the first port of call if normal communications haven't resolved the matter. However, some firm's complaints procedures are a) well hidden and b) overly arduous and unreasonably lengthy (which might well form part of an escalated claim to Regulators).Indeed, there have been numerous reported instances where even invoking the internal complaints procedure has fallen on deaf ears!

After this we are advised to complain to the Regulatory body. Your IP's regulators should be, according to regulatory guidelines, published on all of it's correspondence and it's web site. In some cases it is not!

You can track down your IP's Regulators here:

http://www.insolvencydirect.bis.gov.uk/fip1/

To make a complaint, I understand the best route is via the new government gateway:

http://www.bis.gov.uk/insolvency/contac ... ts-Gateway

Judging by the recurring complaints on this forum, there is a common problem and, either, those complaining here are not challenging their IP's, or, IP's are simply not listening. Neither are they escalating unresolved problems to the Regulators, or, again, the Regulators are simply not listening. - See more at: http://www.iva.co.uk/forum/topic.asp?wh ... 620#526394

I spent all day with a senior representative from one of the regulatory bodies last Thursday, and can assure you that they are taking all complaints very seriously - and they have a duty to investigate each one. I am told that complaints are on the increase, but would urge anyone whose IP is not attending to an internal complaint to refer matters to the appropriate regulatory body. We really can only give very general advice on the forum.

I made a complaint against my relationship manager at freeman Jones and was told he had moved department. Guess what? my complaint was dealt by the person I was complaining about! I have had so many problems with them. Their Customer service is unacceptable and no one seems to know what they're talking about. I have no faith in them what so ever, the most incompetent staff I have ever had to deal with.

That is a real shame to hear that - and it is not good order for the person who were complaining about to be the one subsequently tasked to deal with the complaint - perhaps there were some communication issues which caused this?

I am sure that Sarah Jolly from Freeman Jones will pick up on your post, and want to assist. No firms like getting complaints, but we all do occasionally - and often the best thing to do is to own up to failures and take steps to make sure they do not happen again.

Hi

I am sure that this is an oversight by Freeman Jones, common sense would dictate that you can't have a complaint dealt with by the person you are compaining about !

Regards

Dear nothappy.

Please accept my heartfelt apologies. We have clearly made a number of mistakes and our standard of service has been well below what we, and you, should expect. Following our conversation with you yesterday we are now taking urgent steps to resolve this for you. We will call you again today to confirm this has been done.

As you rightly say, your previous Relationship Manager did move into the Customer Relations team and did investigate your complaint. Whilst we agree with you that this shouldn’t happen (and we have taken steps to ensure that it doesn’t happen again), he did uphold your complaint.

Please accept my apologies on behalf of the team at Freeman Jones. We hope we can rebuild the faith you have lost in us.

If you do need any further help now or in the future please don’t hesitate to contact me (Sarah.Jolly@FreemanJones.co.uk) or a member of the team on our usual number.

Thank you


Sarah

Hi

Hats off to Sarah and Freeman Jones,you can't ask for much more

Other IVA providers please take note!

Regards

Just a bump to keep this in view -- anybody with complaints, make some noise in the right ears

Hi Im with gt having been passed there from tenon.My last payment was paid jan 31 since when ive emailed three times and phoned numerous times concerning my c.o.e. to be told they will get back to me.On sept 6th i had a letter saying everything was paid and my file was being passed to the closure team.Since then no contact and i would appreciate any advice on what to do next.Harry

You will probably just have to keep a bit of pressure on GT and now it is with closures you hopefully will not have long to wait. They are closing files and seem to have addressed a lot of the problems which caused the backlog so it should not be too long.