We aim to provide clear, accurate guidance, but if something has gone wrong we want to know. This page sets out how to complain and how the complaint will be handled.
Step 1 — Tell us#
Email complaints@iva.tv with:
- Your full name
- A description of what happened
- When it happened
- What you would like us to do to put it right
We will acknowledge your complaint in writing within three working days.
Step 2 — Investigation#
We will investigate and aim to send you a full written response within eight weeks of receiving the complaint. This response will explain what we found, what (if anything) we will do to put it right, and how to escalate if you are not satisfied.
Step 3 — Escalation#
If you are not satisfied with our final response, or if eight weeks have passed without a final response, you may be able to refer the complaint to the Financial Ombudsman Service:
- Website: www.financial-ombudsman.org.uk
- Phone: 0800 023 4567
- Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
The Financial Ombudsman Service is a free, independent dispute-resolution scheme. The Ombudsman generally requires you to complete our internal complaints process first.
Complaints about the regulated debt-solution provider#
If your complaint is about a licensed Insolvency Practitioner or regulated debt-solution provider you were referred to from this site, the formal complaint usually needs to go to that provider directly. They will have their own complaints procedure, and the same Financial Ombudsman escalation route applies. We can put you in touch with the right department if you tell us who you spoke to and when.
Complaints about how we handle your data#
If your complaint is specifically about how we have handled your personal information, please see our privacy policy — there is a separate route via the Information Commissioner’s Office (ICO).