What to do if things go wrong

Our complaints procedure

Sometimes not everything goes to plan, even in the world of debt advice and insolvency. We insist on a clear, open and honest complaints procedure that is here to help you in the unlikely event of a negative experience.

If you have a complaint, this must be put in writing and addressed to the Licensed Insolvency Practitioner directly either by letter or preferably by email to the following:

  • Sue Clay: sueclay@jonesgilesclay.co.uk
  • Vaughan Jones: vaughanjones@jonesgilesclay.co.uk

What will happen next?

  1. We will send you a letter 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 Insolvency Practitioner dealing with the matter, who will then review the complaint and speak to the member of staff dealing with the case.
  3. Within 10 days of our acknowledgement letter, we will send to you a written reply to your complaint.
  4. At this stage if you are still not satisfied, you should contact us again and we will arrange for the Insolvency Practitioner to review his/her decision.
  5. 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.
  6. If, having received our response, you remain unsatisfied, you may take the complaint further to either:

Financial Ombudsman Service
South Quay Plaza,
183 Marsh Wall,
London, E14 9SR

Or the Insolvency Practitioner’s own regulatory body via the Insolvency Service Complaints Gateway at http://www.bis.gov.uk/insolvency/contact-us/IP-Complaints-Gateway .

The Insolvency Practitioners Association,
Valiant House,
4-10 Heneage Lane,


Institute of Chartered Accountants in England and Wales ("ICAEW")
One Moorgate Place,


Professional Indemnity Insurance

In accordance with the disclosure requirements of the Provision of Services Regulations 2009, our professional indemnity insurers are administered by Kingsbridge Risk Solutions Limited of First Floor Office, Charleston house, 12 Rumford Place, Liverpool, L3 9DG. The territorial coverage is worldwide excluding United States of America or Canada.

Advice Line: 029 2035 1490

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