Complaints Procedure

Pinnacle Insolvency Limited aim to provide the highest standards of service. However, there may be occasions when our service falls short of your expectations.

 

How to make a complaint

Please contact the Insolvency Team on 0800 158 3539 and we will try to resolve your complaint over the telephone straightaway. If we are unable to do so, or if you would prefer to make a written complaint, please write to:

Complaints Officer
Pinnacle Insolvency Limited
Thornley House
Carrington Business Park
Manchester
M31 4RL

 

What happens next?

A written acknowledgement will be issued promptly; not later than five working days from receiving your complaint. Your concerns will be fully investigated by a Manager within the Insolvency Team. A final response will be issued within eight weeks of the initial receipt of your complaint or we will explain why we are not in a position to make a final response.

 

If you are not satisfied with our final response

We are committed to ensuring all complaints are fully and fairly addressed. Should you remain dissatisfied after receiving our final response, you may refer the matter to our regulators via the Insolvency Service’s complaints gateway as detailed below.

 

Complaints to the regulator about Individual Voluntary Arrangements (IVA), Trust Deeds and Sequestrations

Our Insolvency Practitioners are regulated by the Institute of Chartered Accountants in England and Wales (ICAEW). Complaints regarding the conduct of our Insolvency Practitioners and their staff should be directed through the Insolvency Service’s complaints gateway which can be found at: www.gov.uk/complain-about-insolvency-practitioner or by writing to:

IP Complaints
The Insolvency Service
3rd Floor
1 City Walk
Leeds
LS11 9DA

 

Complaints about debt advice

If your complaint relates to the advice that you received when you signed up to a debt solution, you may refer the matter to the Financial Ombudsman Service by writing to:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

There are certain types of complaint which are outside the Ombudsman’s jurisdiction. Before you refer the matter to the Ombudsman you may wish to contact them on 0800 023 4 567 to discuss your complaint. You can also visit their website at www.financial-ombudsman.org.uk for more information, or e-mail them at complaint.info@financial-ombudsman.org.uk

 

Complaints about Debt Arrangement Schemes (DAS)

If your are in a Debt Arrangement Scheme (DAS) please visit www.pinnacledebtsolutions.co.uk for more information

In some circumstances, it may be appropriate to complain to the Accountant in Bankruptcy (Scotland’s Insolvency Service). If this is the case, we will inform you of this in our final response. Further information can be found here: www.dasscotland.gov.uk