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Complaints Procedure

We set out below details of our complaints procedure. This operates to resolve any complaint that you, the client, may have about the services we provide to you.

What does the Procedure cover?

Our complaints procedure covers the service we have provided to you. In particular, the information and advice that have been provided to you and the way in which we have dealt with your creditors.

How do I make a complaint?

In the event that you are concerned about the quality of the service we have provided, you should in the first instance raise your concerns with the administrator dealing with your case. If you are unhappy with the result of the explanation given, you should make a written complaint to the Partners of Lines Henry.

How your complaint will be dealt with

Initially one of the Partners will consider the contents of your complaint. We may need to contact you for further information or clarification of the issue you are concerned with. If we need to do this we will endeavor to do so within ten working days. A full investigation will be carried out. We aim to reach a decision on your complaint within ten working days of receiving all relevant information from you. If for any reason we anticipate a longer period is necessary we will inform you in writing. Once this is completed and all information has been considered, we will write to you confirming whether or not we accept your complaint either partly or in full. In the event we consider your complaint justified we will inform you of the steps we will take to remedy your complaint.

Financial Ombudsman Service

If having received our final response you remain dissatisfied, you can refer the matter to the Financial Ombudsman Service. We can provide you with their details.

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