How to complain
Email us at info@individualvoluntaryarrangements.net with "Complaint" in the subject line. Please include:
- Your name and contact details
- A description of what went wrong
- What you would like us to do to put it right
What happens next
We acknowledge your complaint
We'll confirm we've received your complaint promptly and tell you who is dealing with it.
We investigate
We'll look into what happened fairly and thoroughly, and may contact you for more information.
We respond
We'll send you a written response explaining what we found and what we'll do about it.
Complaints about an Insolvency Practitioner
If your complaint is about an Insolvency Practitioner who is setting up or supervising your IVA, you should first complain to the Insolvency Practitioner's firm. If you're not satisfied with their response, you can complain through the Insolvency Service's complaints gateway on GOV.UK, which passes complaints to the relevant regulatory body.
Complaints about debt advice
If your complaint is about debt advice provided by a firm authorised by the Financial Conduct Authority, and you're not satisfied with the firm's final response, you may be able to refer it to the Financial Ombudsman Service.