Our Complaints Procedure

Our commitment

We place a high priority on client service and are keen to ensure that the quality of this is maintained. If you are, however, concerned about any aspect of the service we provide then please speak to your Case Manager who will do their best to resolve your complaint.

What to do if you are dissatisfied

Whilst we are normally able to resolve complaints by telephone, should you wish you may also complain to us in writing to Bollin House, Bollin Link, Wilmslow, Cheshire, SK9 1 DP or by e-mail to complaints@umbrella.uk

How we will handle your complaint

We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint. Within four weeks of receiving a complaint, we will send you either: a) a final response adequately addressing the complaint; or b) a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you. Within eight weeks of receiving a complaint we will send you either: a) a final response adequately addressing the complaint; or b) a response which advises that we need more time and the reasons why, an estimate of how long we think it will take us to resolve your complaint and the steps you can take to pursue the matter if you are not happy with the delay. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress that you accept. Appropriate redress will not always involve financial redress, but could involve an apology or another suitable form of redress.

If we cannot resolve your complaint

Where we are dealing with you in relation to a formal insolvency matter rather than in an advisory capacity and you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to the Insolvency Complaints Gateway which is operated by the Insolvency Service by visiting their website at http://www.bis.gov.uk/insolvency/contact-us/IP-Complaints-Gateway and completing and submitting their online form. Alternatively you can print the form from their website and send it by post to The Insolvency Service, IP Complaints, 3rd Floor, 1 City Walk, Leeds, LS11 9DA or contact them by telephone on 0845 602 9848 (Monday to Friday 8am – 5pm). Where we are dealing with you in relation to an advisory matter rather than in a formal insolvency matter and you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to the Financial Ombudsman Service who will assess this dispute. For more information, you can visit their website www.financial-ombudsman.org.uk. You can also call them on 0800 023 4567 or 0300 123 9123. You can also email them at complaint.info@financial-ombudsman.org.uk or write to: Financial Ombudsman Service Exchange Tower London E14 9SR Please note you have six months in which this matter can be raised with the Financial Ombudsman. We sincerely hope that you won’t have cause to complain to us, however, if you do we will make it easy and assure you your complaint will be considered fairly and swiftly.