Our Complaints Process

Insolvency can be a difficult process and sometimes, tough decisions have to be taken. Sometimes, these can be upsetting. You can complain to the team member dealing with your case. However, if you are still unhappy, we ask you to put your complaint in writing so that it can be investigated fully. If writing is difficult for you, for example, if English is not your first language, please contact your local Citizens Advice Bureau for help.

We will:

• acknowledge your complaint within 3 working days
• investigate the background
• ask you for additional information in certain circumstances
• provide a full response within 10 working days
• if for any reason we cannot respond within that time frame, you will be told why and when you should expect a response

If we have made a mistake, it will be rectified and you will receive an apology. Sometimes, people complain because they do not have a complete understanding of the law governing our work. If this is the case, we will provide a clear explanation of the matters affecting our duties in plain English.

Your complaint will be investigated by your trustee (or the office holder in a corporate case). If you are still unhappy, you can ask another insolvency practitioner within the company to review it again. Details of our insolvency practitioners can be found here.

Insolvency Service - New Complaints Gateway

mlm CPS Limited works in a highly regulated environment, and is a member of the Insolvency Practitioners Association (IPA) and all our practitioners are licenced by the IPA or ICAS. If we can not resolve your complaint, and if you think they have failed in their professional duty in some way, you can complain to the NEW Complaints Gateway operated by the Insolvency Service (A Government Department).
 
http://www.bis.gov.uk/insolvency/contact-us/IP-Complaints-Gateway
 
Tel. No. 0845 602 9848   (Please refer to the Insolvency Service website for further details )
 
However you must first allow mlm an opportunity to resolve the matter before you contact the Insolvency Service.

Accountant in Bankruptcy

Any complaints concerning the Debt Arrangement Scheme (DAS) should be sent to the Accountant in Bankruptcy
 
AIBOperationalPolicyandCompliance@aib.gsi.gov.uk
 
Tel. No. 0300 200 2600 (Option2)
 
Please refer to the D.A.S. Scotland website www.dasscotland.gov.uk for further details.

Financial Ombudsman Service

If you are still not satisfied with the outcome of your complaint you can raise the matter with the Financial Ombudsman Service.

Further information can be found at http://financial-ombudsman.org.uk/

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