Complaints Procedure

At Robson Scott we like to think we work on behalf of our clients in a transparent manner. Unfortunately, misunderstandings can arise, and it is not uncommon within insolvency for complaints to arise because of an incomplete understanding of the legislation under which insolvency office holders are required to act. In many cases, actions or outcomes that are obvious to insolvency practitioners may be seen as wrong or unfair by complainants, as the duties of the office holder may be misunderstood. Prior to any complaint being made, if you wish to discuss your case in detail with another member of staff other than your case administrator, we will be happy to facilitate this.

How to make a Complaint

If you are still unhappy about the conduct of your case, or about one of our insolvency practitioners, or one of our employees, your complaint should be made in writing to:
Mr Eamonn Wall
Complaints Officer
Robson Scott
49 Duke Street
County Durham

Your complaint will be acknowledged and a full response made in writing to you within 14 days.

If you remain dissatisfied, you should contact the regulatory body in charge of complaints – the Insolvency Service as listed below:
Web portal – IP Complaints Gateway
IP Complaints
Insolvency Service
3rd Floor
1 City Walk
LS11 9DA