Restructuring services complaints procedure

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.

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. 

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. A definitive reply will be issued within 4 weeks. If this is not possible because an investigation is ongoing, the IP will send you an update with an indication of when a full reply will be given. Following receipt of this response, if the IP does 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 Lucy Law (lucy.Law@mazars.co.uk ) the Compliance Director for Restructuring Services. The complaint will be acknowledged in writing within 7 days. Our Compliance Director will review any relevant documents pertaining to the case and will liaise with the lead IP and independently investigate the matter.  She will 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, she will aim to send you an update with an indication of when a full reply will be given. If you are dissatisfied with the way in which your complaint has been dealt with at this stage, 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 any relevant documents pertaining to the complaint and will liaise with the lead IP and independently investigate the matter.   She will endeavour to provide you with a definitive reply within 4 weeks. If this is not possible because an investigation is ongoing, she will 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 IP’s 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.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 .