Complaints Procedure

Complaints Procedure

Benedict Mackenzie Recovery Limited ("Benedict Mackenzie") undertakes to investigate any complaints it receives promptly and do what it can to resolve the concerns of anyone making a complaint. If you have a complaint or are not satisfied with any aspect of your dealings with Benedict Mackenzie, you should raise your concerns with the Insolvency Practitioner who is known to you. If you are not able to reach a satisfactory resolution in this way, please follow the course of action below:

  • If you are a client and your complaint concerns Benedict Mackenzie's professional services, except those relating to an Insolvency Practitioner, please contact our Complaints Director, either by e-mailing (d.perkins@benemack.com) or by writing to him at 5-6 The Courtyard, East Park, Crawley, West Sussex, RH10 6AG. If you are still not satisfied, you may be entitled to refer the matter to the Insolvency Practitioners Association ("IPA") or the Institute of Chartered Accountants in England & Wales ("ICAEW").
  • If your complaint, whether as a client or not, is in respect of the conduct of a formal insolvency appointment by one of our Insolvency Practitioners this should be referred to the Complaints Gateway.

All complaints against Insolvency Practitioners must first be made to a central system called the Complaints Gateway which is managed by the Insolvency Service. The Insolvency Service is an executive agency of HM Government’s Department for Business, Innovation & Skills. The Gateway is the single entry point for any complaints made against Insolvency Practitioners licensed by one of the following five Recognised Professional Bodies (‘RPB’s) (the Insolvency Practitioners Association (“IPA”), the Institute of Chartered Accountants in England and Wales (“ICAEW”), the Association of Chartered Certified Accountants, the Institute of Chartered Accountants of Scotland and Chartered Accountants Ireland). The entry point is at https://www.gov.uk/complain-about-insolvency-practitioner.

All our Insolvency Practitioners are members of either the IPA or ICAEW. Their details are at the end of this document.

Otherwise please first follow the procedure below.

Introduction

The following information summarises how we handle complaints.

A complaint is an expression of dissatisfaction (oral or written) about the provision of, or failure to provide, a financial service. It alleges how you have suffered (or may suffer):

  • financial loss;
  • material distress; or
  • material inconvenience

Who should a complaint be addressed to?

We ask that in the first instance you address your complaint to the Insolvency Practitioner at Benedict Mackenzie that handles your affairs or is handling the assignment about which you are complaining. Should you prefer; you may alternatively address it to:

David PerkinsDirector

Benedict Mackenzie Business rescue and insolvency

5-6 The Courtyard, East Park, Crawley, West Sussex, RH10 6AG.

Telephone 01293 447799. Fax 01293 447800. Email: d.perkins@benemack.com

Format of complaints

The best way for us to manage your complaint is in a letter. However, you can make your complaint by any method such as e-mail, fax, or in person.

Investigation of complaints

When a complaint is received, the recipient will investigate it. We aim to assess any complaint fairly, consistently and promptly to determine whether it should be upheld and, if so, what remedial action or redress may be appropriate. We shall resolve it at the earliest opportunity with the aim of doing so within 8 (eight) weeks of receipt.

Timescale for initially responding to complaints

We will acknowledge your complaint promptly (generally within 5 business days) in writing. Where we are able to provide a final response immediately, the acknowledgement may be combined with the final response. You will be kept informed of the progress of the investigation.

Final or other response within 8 weeks

We will either send a final response (as described below) within 8 weeks or, at the end of that period, a response explaining that we are not in a position to make a final response, giving reasons for the delay and indicating when we expect to be able to provide a final response. This response will inform you whether you are entitled to refer the complaint to the Financial Ombudsman Service (the 'Ombudsman') if you are dissatisfied with the delay, and will enclose a copy of the Ombudsman's explanatory leaflet.

Final response

This will either:

  • uphold the complaint and, where appropriate, offer redress or
  • reject the complaint and give reasons for doing so.

The final response will advise you whether you may refer the complaint to the Financial Ombudsman Service if you are not satisfied. It will include a copy of the Financial Ombudsman Service's explanatory leaflet. If your complaint, whether as a client or not, is in respect of the conduct of a formal insolvency appointment by one of our Insolvency Practitioners this may be referred to the Complaints Gateway, via the link referred to above.

Referring complaints to the Financial Ombudsman Service

Should you still not be satisfied by our final response, you may be entitled to refer your complaint to the Ombudsman for its consideration. Where you wish to do so, you should do so within 6 months (from the date the final response was issued) as your complaint may otherwise be time-barred under the Ombudsman's rules.

The Ombudsman can be contacted at the following address:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Tel no: 08450801800
http://www.financial-ombudsman.org.uk/

Details of Relevant RPBs and Insolvency Practitioners registration

Insolvency Practitioners Association
Valiant House
4-10 Heneage Lane
London
EC3A 5DQ

T: 02076235108
F: 0207623 5127
secretariat@insolvency-practitioners.org.uk


Institute of Chartered Accountants in England & Wales ("ICAEW")
Level 1, Metropolitan House
321 Avebury Boulevard
Milton Keynes
MK9 2FZ

T: 01908 248 100
F: 01908 248 088
generalenquiries@icaew.com

Insolvency Practitioners

Name IP Number RPB
D F Perkins 18310 ICAEW
G P Petersen 8325 IPA