This procedure covers all formal complaints relating to the services provided by IVA For You (Smarter Leads: SC560457) with the exception of services provided under the Debt Arrangement Scheme (please see separate complaints procedure for this solution).
A complaint received from a client, either verbal or otherwise, requires resolution.
Once a complaint has been received, the person responsible for investigating the complaint and responding to you is our Complaints Officer.
The Complaints Officer will deal with the complaint personally. The Complaints Officer’s role is to oversee that complaints are dealt with fairly and properly.
The Complaints Officer is responsible for maintaining a register of complaints and complaint referrals and ensuring that complaints, which relate to their area of responsibility, are investigated and the results of investigations forwarded to the Managing Director.
The Complaints Officer will send a written acknowledgement of a complaint to you within 3 working days of receipt.
A copy of our Complaints Procedure will be sent to you.
Complaints will be investigated by means of (but not restricted to) file and call audits, trends identified within the business and any internal/external process surrounding the complaint issue so that the person in charged with investigating the complaint comes to a conclusion in relation to:
I. Whether or not the complainant is an “eligible complainant”;
II. The merits of the complaint, if any.
For each recorded complaint, a corresponding Complaint and Action Form will be completed by a Team Leader/Manager/Complaints Officer.
Once the person charged with investigating the complaint has completed his investigations he/she will attempt to resolve it.
In the case of dispute, the complaint will be referred to the Complaints Officer/Managing Director for adjudication.
Where we decide that redress is appropriate, we will aim to provide the complainant with fair compensation for any acts or omissions for which we were responsible.
6.1 FOUR WEEKS
Within four weeks of receiving a complaint, we will write to you with a “final response” or setting out why we are not yet in a position to give a “final response” and when you can expect to hear from us. This will be within eight weeks of receipt of the complaint.
6.2 EIGHT WEEKS
Within eight weeks of receiving a complaint we will write to you with either a “final response” or if we are still not in a position to give a “final response”, we will give reasons for the further delay and indicate when we expect to be able to provide a final response.
A Final Response is the response that you receive from us that either:
(a) we accept the complaint, and where appropriate, offer redress; or
(b) we offer redress without accepting the complaint; or
(c) reject the complaint giving reasons for doing so.
When we send a final response, we will enclose contact details for the Financial Ombudsman Service (as below) should you wish to contact them about your complaint. There is a 6 month time limit effective from when the complaint response is received.
The Financial Ombudsman Service contact details:
The Financial Ombudsman Service
Telephone: 08450 080 1800
If you are not satisfied that your complaint has been handled effectively by 'IVAforYou' then you can also contact the DRF. The DRF will follow their complaints procedure and conduct an independent investigation of your complaint.
DAS COMPLAINTS PROCEDURE – IVA For You
DAS services are provided through partners of IVA For You. IVA For You is registered in Scotland (As Smarter Leads, No. SC560457).
A party who has a complaint is dissatisfied with the service provided or would like to suggest how our service could be improved should write to the Compliance Officer at IVA For You, 24 Sandyford Place, Glasgow G3 7NG or by email to info[at]@yourtrustdeed.com
The complaint will be acknowledged promptly, normally within 2 working days. If a full detailed response cannot be provided immediately thereafter, a timescale will be given by which time a detailed response will be sent. This timescale would normally be no longer than 10 working days. If the detailed response is delayed for any reason then the complainant will be informed.
The Authorised Money Adviser will establish the background facts as quickly as possible and ask the complainant for any further information as may be required in order to deal with the matter properly.
All telephone calls are recorded and retained for the duration of the Debt Payment Plan under DAS. These call recordings will be available to aid the Authorised Money Adviser when a complaint is being investigated.
The Authorised Money Adviser will provide a full and clear explanation of his findings and if an error has been made, the Authorised Money Adviser will attempt to rectify the error promptly and offer an apology.
If the complainant remains unsatisfied with the response given by the Complaince Officer he/she may then direct the complaint to the Managing Director at IVA For You, 24 Sandyford Place, Glasgow, G3 7NG or by email to info[at]yourtrustdeed.com
The Director will undertake to review all correspondence in connection with the complaint and provide further assistance, if possible, in order to resolve the complaint.
The complainant will be kept aware of the steps that are being taken by the Managing Director to review and respond to the complaint, the likely timetable for the response, and the reasons for any delay.
At any time the complainant can direct their complaint to the Insolvency Complaints Gateway operated by the Insolvency Service at http://www.bis.gov.uk/insolvency/contact-us/ip-complaints-gateway and/or to the DAS Administrator, the government agency that supervises DAS in Scotland.
If the complainant has not received a satisfactory response within eight weeks of submitting their complaint they will also be able to refer their complaint to the financial ombudsman.