Complaints Procedure

Our aim is to ensure we offer all our customers an excellent level of service across all areas of our business. If at any time we have given you a less than satisfactory service, we undertake to do everything reasonable to put it right.

If you are dissatisfied with any of our services, please contact our customer service team in the first instance who will do their best to resolve your complaint.
In order to resolve your complaint as quickly as possible
Please have the following available when you call, or include them in any email or letter that you send us:
1. Your full name, address, and case reference number
2. The name of the person(s) to whom you have spoken to within our business
3. Details of what you believe has not been dealt with properly
4. Copies of any correspondence of documents relating to your complaint
5. How you would wish us to resolve your complaint

 

Submitting your complaint

Written: Refresh Insolvency, Milltown House, Milltown Industrial Estate, Warrenpoint, Co. Down, Northern Ireland, BT34 3FN
Telephone: XXXXXXXXXXXXX
Email: XXXXXXXXXXXX

 

What happens next?

Initially, we would ask you to contact our customer service team who will try to resolve your complaint over the telephone. If you are satisfied with the outcome following this, no further action will be taken.

If we are unable to resolve your complaint at first contact, or you would prefer to submit your complaint in writing, a written acknowledgement will be issued to you no later than five working days from receiving your complaint. Your concerns will be fully investigated by the Complaints Officer along with the Insolvency Practitioner. A final response will be issued to you within eight weeks of the initial receipt of your complaint or we will explain why we are not able to issue a response.

During this time the Complaints Officer? may need to contact you to seek additional information or clarification to ascertain the facts surrounding your complaint.

If we uphold your complaint we will take the appropriate steps to rectify the error promptly and offer an apology for the error.
If you are not satisfied with our response to your complaint you have the right to make a formal complaint. If your complaint is about one of our insolvency practitioners you can complain to our regulator:

 

England, Wales & Northern Ireland

You can complain through the Insolvency Service which operates a Complaints Gateway as a single-entry point for complaints against Insolvency Practitioners. To do this you should complete the form on the Gateway at https://www.gov.uk/complain-about-insolvency-practitioner

If you require any assistance with completing the form you can email: insolvency.enquiryline@insolvency.gov.uk or telephone 0300 678 0015 – call costs are no more than those to geographic numbers (01 or 02) and are included in any inclusive minute’s contract you have from your provider

Antoinette Thorpe is licensed to act as Insolvency Practitioner in the UK by the Insolvency Practitioners Association:
Insolvency Practitioners’ Association
Valiant House
4-10 Heneage Lane
London
EC3A 5DQ