Our vision is to provide the best advice whilst and to handle all complaints fairly. We have outlined our complaints procedure below.

Step 1

Raise your complaint by contacting:

Complaints department, River Insolvency Limited, 10 Payne Street, Glasgow, G4 0LF 

Telephone: 0141 846 6659

As complaints can often be a result of a misunderstanding, we have found that providing further information can usually resolve the complaint.

We would like the opportunity to discuss the reason for your complaint with you. If we are unable to resolve your expression of dissatisfaction and provide a response to you by the close of business on the 3rd working day, we will contact you within 5 working days to explain how your complaint will be handled.

We will then conduct an objective review of your complaint and provide you with a written response within eight weeks, detailing the findings of our investigation.

Step 2

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

Telephone: 0845 602 9848

Should you remain dissatisfied with our final response then you can contact the Insolvency Complaints Gateway which is operated by the Insolvency Service. They will record your complaint and forward it to the relevant regulator.

Step 3

Contact Financial Ombudsman Service

Financial Ombudsman Service, Exchange Tower, London, E14 9SR 

Telephone: 0300 123 9123 or 0800 023 4567

Each customer also has the right to make their complaint to the Financial Ombudsman Service within 6 months of the final response. They can consider complaints about a wide range of financial matters. They are completely impartial, and their service is free to consumers.

They aim to resolve most complaints within 6 to 9 months. A customer does not have to accept any decision they make, they are always free to go to court instead. But if they accept an ombudsman’s decision, it is binding on both them and the business concerned.

However, Trust Deeds, they can only investigate where your claim relates to the initial advice provided, they cannot investigate complaints relating to the set-up or administration of your IVA or Trust Deed. These should be directed to the Insolvency Complaints Gateway as detailed in Step 2.