How we will deal with your complaint.

We aim to resolve your complaint as soon as possible. Sometimes things take a little more time. Please find below the process that we will adhere to respond to your query.

Within 72 Hours

We appreciate that time is often of the essence when a customer is dissatisfied enough to make a complaint and so we aim wherever possible we will seek to resolve all complaints within 24 hours of you making it.

Within 5 working days of receipt of your complaint you will receive from us:

If we are unable to resolve your complaint within 24 hours of receiving it an acknowledgement letter to let you know that your complaint is being dealt with and to provide you with contact details of the person dealing with it.

Within 4 weeks you will receive from us:

If the complaint is still being investigated 4 weeks after receipt, we are obliged to send you a further response to let you know what is happening. This letter should detail either:

  • The reasons why more time is required to investigate your response and how long it will be before you should expect to receive a final response (within a maximum of another 4 weeks). Or,
  • The final response from us. This will include the findings from our investigation and details of any compensation we have concluded is payable to you (if appropriate)

Within 8 weeks you will receive from us:

Within 8 weeks of receiving your complaint we are obliged to have fully investigated it and provide you with the details of our findings and details of any compensation that we think you would be due – in other words our final response.

Hopefully this would be a mutually satisfactory response and the matter will be concluded.

Your Rights:

We hope that you will accept the decision of our Complaints Department. If this should not be the case, you remain free at all times to seek independent advice.

Insolvency Gateway

If you remain dissatisfied with our final response, then you can contact the Insolvency Complaints Gateway which is operated by the Insolvency Service.

They will record your complaint and forward it on to the relevant regulator. Complaints can be made to the Insolvency Service by email, phone, post or by completing an online form.

Details of how to make a complaint, along with contact information for the Insolvency Service are both available at Insolvency Complaints Gateway.


Sarah North is authorised in the UK to act as Insolvency Practitioner by the Insolvency Practitioners Association

National Debt Advice is a trading style of Abbotts Insolvency Ltd Registered Number 12256735, Registered Address: Sandfold House, Sandfold Lane, Levenshulme, M19 3BJ. Tel: 01625 801007. Data Protection Act Registration Number – ZA561115

Abbotts Insolvency Ltd specialise in providing and administering Individual Voluntary Arrangement (“IVA”) solutions to individuals based in England, Wales and Northern Ireland. We do not administer Debt Management Plans, Debt Relief Orders, or any other debt solutions.

We only provide advice after completing or receiving an initial fact find where the individual(s) concerned meets the criteria for an IVA, therefore, all advice is given in reasonable contemplation of an insolvency appointment.

*The amount of debt write off is based on your own personal circumstances – typically this could be up to 81% of what you owe. This is based on the estimated debt write that 10% of our customers will achieve upon successful completion of their IVA.