Restructuring services complaints procedure

At Mazars, we are committed to providing the highest level of service. If for any reason you are not entirely satisfied with our services or the way in which a matter has been dealt with, we would like to hear from you. That way, we can make relevant enquiries, endeavour to put things right for you and improve our service. We have set out below our complaints procedure for you to raise your concerns with us. We undertake to look into any complaint carefully and promptly.

Stage 1

In the first instance, please direct any complaint to the Insolvency Practitioners (“IPs”) appointed on the matter. 

The complaint will be acknowledged in writing by the IP within 7 days. We will confirm who is dealing with the complaint and when you can expect a reply.

We will aim to provide you with a definitive reply within 4 weeks. If this is not possible because an investigation is ongoing, we will aim to send you an update with an indication of when a full reply will be given.

Following receipt of our response, if we do not answer your complaint to your satisfaction, or if you do not wish to discuss the matter directly with the IP, please follow stage 2.

Stage 2

You can request that the complaint be referred to Simon Chandler, (simon.chandler@mazars.co.uk). the Head of Restructuring Services (“Head of RS”). Further contact information can be obtained from the office of the IPs appointed on the matter.

The complaint will be acknowledged in writing by the Head of RS within 7 days.

The Head of RS will review all documents pertaining to the case and will liaise with the lead IP and independently investigate the matter.  We endeavour to respond in writing to all complaints at this level within a period of 4 weeks of receipt.  However, if this is not possible because an investigation is ongoing, we will aim to send you an update with an indication of when a full reply will be given.

If you remain dissatisfied with the way in which your complaint has been dealt, please follow stage 3.

Stage 3

If after stage 2, you feel that the matter has not been satisfactorily resolved, you can refer the matter to Jac Berry (jac.berry@mazars.co.uk), the firm’s Standards Partner and Head of Quality. She will review all documents pertaining to the case and will liaise with the lead IP and independently investigate the matter.  

We will aim to provide you with a definitive reply within 4 weeks. If this is not possible because an investigation is ongoing, we will aim to send you an update with an indication of when a full reply will be given.

Complaints Gateway

If you remain unsatisfied with the way your complaint has been answered, or if at any stage you wish to complain to the IPs regulator, you may refer your complaint directly to the Insolvency Complaints Gateway which is operated by the Insolvency Service. Your complaint will be directed to the relevant Recognised Professional Body (RPB).  All of our correspondence states the RPB which governs the IPs with responsibility for the matter. 

A complaint to the Complaints Gateway may be made either by:

  • Calling the Insolvency Service Enquiry Line on +44 300 678 0015 (Monday to Friday 9am to 5pm),
  • Email through the Insolvency Service website, to insolvency.enquiryline@insolvency.gsi.gov.uk,
  • Completing the online complaints form and either submitting it electronically or posting it to:
    IP Complaints,
    Insolvency Service,
    3rd Floor, 1 City Walk,
    Leeds, LS11 9DA

To obtain a complaint form or for further information concerning the Complaints Gateway, please go to https://www.gov.uk/complain-about-insolvency-practitioner.

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