Complaints Procedure
If any part of our service falls short, we want to know. Complaints are treated as regulatory matters and handled by a senior member of the team.
Step 1 — Tell us
Email team@riverinsolvency.com or write to us with your name, case reference if you have one, and a description of what went wrong. We acknowledge every complaint within three working days.
Step 2 — Our investigation
A senior colleague who was not involved in the matter reviews your case file and any correspondence. We aim to provide a full written response within 20 working days, and will always tell you if more time is needed.
Step 3 — Escalation to the IPA
If you remain dissatisfied with our final response, you can escalate to the Insolvency Practitioners Association, which licenses and regulates our practitioners, through the Insolvency Service Complaints Gateway.
What we are not regulated by
River Insolvency is not authorised or regulated by the Financial Conduct Authority. Complaints about our work therefore go to the IPA rather than the Financial Ombudsman Service.
Our record
We log every complaint, the outcome and the corrective action taken, and review that log at management level each quarter so the same issue does not recur.
River Insolvency is a trading style of River Insolvency Ltd. Regulated by the Insolvency Practitioners Association (IPA). We are not regulated by the Financial Conduct Authority (FCA).