Problems with Aperture

[Stephanie.k]

We are entering our 6th year of IVA due to equity release and wanted to offer a final settlement figure instead as we can't cope with aperture for another year. However, we have been trying to contact aperture via email and telephone daily and cannot get a response at all.
The question is are we able to make a complaint against them due to the lack of communication on their behalf? In addition, we are not even able to re set up the direct debit with them and what would be advised? They took 7 months to respond to our last email following our house valuations as requested by them. In addition the extra bonus payments we have paid on have also gone 'missing', we have the bank statement for these payments. They are making the whole experience far more stressful.

[Lisa Thomas]

I suspect with only 12 months left it might not be worth putting forward an F&F if they are that slow.

You should have an answer as regards a variation order within 5 weeks of providing them with all the necessary information but the bigger firms don't seem to stick to this.

Do the old fashioned thing and send them a written complain by registered post.

https://apertureiva.com/legal/complaints-procedure

Then escalate here if not resolved:

https://www.gov.uk/complain-about-insol ... actitioner

Here is my short video on complaints:

https://youtu.be/l1wqUbNeW00