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 any escalation route that applies.
Step 3 — Check which escalation route applies#
The Financial Ombudsman Service (FOS) can only consider eligible complaints about a business and activity within its compulsory or voluntary jurisdiction. IVA.tv does not claim on this site to be FCA- or PRA-authorised, so do not assume that FOS can consider a complaint about IVA.tv itself.
If your complaint concerns a separate FCA- or PRA-authorised provider, follow that provider’s complaints procedure and its final-response letter. If the firm and activity are covered, that letter should explain whether you can refer the complaint to FOS:
- Website: www.financial-ombudsman.org.uk
- Phone: 0800 023 4567
- Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
FOS is free for eligible complainants, but jurisdiction depends on the firm, activity, complainant and time limits. Read the FOS jurisdiction guidance rather than assuming every debt-related complaint qualifies.
Complaints about the regulated debt-solution provider#
If your complaint is about a licensed Insolvency Practitioner, complain to the practitioner first. If you remain dissatisfied, use the official Insolvency Practitioner Complaints Gateway. If it concerns another regulated debt-solution provider, complain to that provider and follow the escalation route in its final response. We can help identify the organisation you dealt with 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).