Sterling Ford - Insolvency & Bankruptcy Services


Complaints Handling Policy


We are committed to providing a high-quality professional service to all our clients or stakeholders, as may be appropriate in respect of the insolvency appointments Phillip Roberts accepts in this practice. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please contact us with the details. We shall then aim to consider resolve it within eight weeks. If we have not resolved it within this time you may complain via the Complaints Gateway at the Insolvency Service, whose contact details are provided below.

What will happen next?

  1. We will send you a letter or an email, if you have emailed us, acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to the person responsible for complaints handling who is Jonathan Aaron, or to Phillip Roberts, if the complaint is about Mr Aaron, who will review your complaint and speak to the member of staff who were involved in the estate concerned.
  3. Jonathan Aaron or Phillip Roberts will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter/email.
  4. Within three days of the meeting, Jonathan Aaron or Phillip Roberts will write to you to confirm what took place and any solutions they have agreed with you.
  5. If you do not want a meeting or it is not possible, Jonathan Aaron or Phillip Roberts will send you a detailed written reply to your complaint, including their suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter/email.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for an appropriate person unconnected with the estate at the firm or outside the firm to review the decision.
  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. Although Phillip Roberts is licensed by the Insolvency Practitioners Association, should you still not be satisfied, you can then complain via the Complaints Gateway, either by:
    1. calling the Insolvency Service Enquiry Line on 0300 678 0015 (Monday to Friday 9am to 5pm), or
    2. completing and emailing the online complaints form on the Insolvency Service website.
    3. completing the online complaints form and posting it to: IP Complaints, Insolvency Service, 3rd Floor, 1 City Walk, Leeds, LS11 9DA.