If you are dissatisfied with any of our services, please contact your Client Service Officer in the first instance who will do their best to resolve your complaint.

How to Make a Complaint

IVA Complaint

If you wish to make a complaint about the service you have received from Debt Movement Ltd, please contact us using one of the following methods:
by phone on:

0333 98 70000

by email to:

complaints@debtmovement.co.uk

by post to:

Complaints Officer Debt Movement Limited
3rd Floor Marsland House, Marsland Road, Sale, Cheshire, M33 3AQ

Please have the following available when you call, or include them in any email or letter that you send us:

  1. Your full name, address and case reference number.
  2. The name of the person(s) to whom you have spoken to within our firm.
  3. Details of what you believe has not been dealt with properly.
  4. Copies of any correspondence of documents relating to your complaint.
  5. How you would wish us to resolve your complaint.

What Happens Next?

Initially we would ask you to contact a Client Service Officer who will try to resolve your complaint over the telephone. If you are satisfied with the outcome following this, no further action will be taken.

If we are unable to resolve your complaint at first contact, or you would prefer to submit your complaint in writing, a written acknowledgement will be issued to you no later than five working days from receiving your complaint. Your concerns will be fully investigated by a Compliance Officer along with the Insolvency Practitioner. A final response will be issued to you within eight weeks of the initial receipt of your complaint or we will explain why we are not able to issue a response.

During this time the Complaints Officer may need to contact you to seek additional information or clarification to ascertain the facts surrounding your complaint.

If we uphold your complaint we will take the appropriate steps to rectify the error promptly and offer an apology for the error.

If you are not satisfied with our response to your complaint you have the right to make a formal complaint to our regulator:

Adam Horan and Laura Prescott are licensed to act as Insolvency Practitioners in the UK by the Insolvency Practitioners Association:

Insolvency Practitioners Association

Valiant House, 4-10 Heneage Lane, London, EC3A 5DQ

Via the Insolvency Gateway here:
https://www.gov.uk/complain-about-insolvency-practitioner