Complaints Policy

1. Our commitment

At Clarity Insolvency Limited, we are committed to delivering a professional, fair and high-quality service to every client.

We recognise that, from time to time, things may not go as expected. If you are unhappy with any aspect of our service, we want to hear from you so that we can investigate your concerns, resolve any issues as quickly as possible and use your feedback to improve our service.

We aim to resolve all complaints fairly, promptly and professionally.

2. How to make a complaint

If you wish to make a complaint, please contact us using one of the following methods:

Email: info@clarityinsolvency.co.uk

Post:
Complaints Team
Clarity Insolvency Limited
Unity House
Westwood Park Drive
Wigan
WN3 4HE

Please include:

• Your full name and contact details
• Your Clarity Insolvency reference number (if known)
• A description of your complaint
• Any supporting information you feel is relevant
• The outcome you would like us to achieve

3. What happens next?

Once we receive your complaint, we will:

• Acknowledge receipt as soon as reasonably practicable.
• Investigate your concerns thoroughly and impartially.
• Keep you informed if our investigation is likely to take longer than expected.
• Provide you with a written response explaining our findings and any action we propose to take.

Where possible, we will always seek to resolve your complaint directly with you and make every reasonable effort to reach a satisfactory outcome without the need for external escalation.

4. If you remain dissatisfied

If, after receiving our final response, you remain dissatisfied with how your complaint has been handled, you may refer your complaint to the Insolvency Service's Complaints Gateway.

The Complaints Gateway provides a single point of entry for complaints about authorised insolvency practitioners and will assess whether your complaint should be referred to the appropriate regulatory body. Before using the Gateway, you should normally have given us the opportunity to investigate and respond to your complaint.

You can find further information and submit a complaint online at: gov.uk/complain-about-insolvency-practitioner.

Please note that the Complaints Gateway considers complaints about the professional conduct of insolvency practitioners. It cannot overturn decisions made within an insolvency case or award compensation, as these matters may only be determined through the courts or other appropriate legal processes.

5. Our commitment to continuous improvement

Every complaint is reviewed carefully to help us identify opportunities to improve our service, training and internal processes. We value your feedback and appreciate the opportunity to put things right.

Thank you for giving us the chance to resolve your concerns.