Complaints procedure

Frost Group Limited is committed to promoting and maintaining the standards of professional conduct expected of Licensed Insolvency Practitioners and upheld by our regulatory bodies the Insolvency Practitioners’ Association.

We have internal compliance procedures and regular compliance reviews as well as regular visits from outside compliance reviewers. Through a continuous improvement program and staff training, we do our utmost to ensure that mistakes are rare, but like anyone, we can make mistakes. With that said, we try to rectify any errors and prevent them from happening again.

If you feel that we have been less than professional in our dealings with you, or you are dissatisfied with the conduct of any member of our staff, please direct your complaint, in the first instance, in writing, to Jeremy Frost.

Our complaint's procedure is provided in more detail in the following download.

Download

Compliants Procedure
pdf 129.94 KB

If we do not deal with your complaint to your satisfaction, your complaint, if relating to a licensed IP’s regulated work, should be directed to the Insolvency Complaints Gateway hosted by the Insolvency Service.

The Insolvency Complaints Gateway was set up to provide a common, independent method for complainants to access the complaints system. If the complaint falls within the scope of the complaints system, the Insolvency Service will then pass it to the IP’s authorising body for further enquiries. Here is a link to the The Insolvency Service

How to make a complaint and access the Complaints Gateway

You can make a complaint in the following ways:

  • Submit the complaint form online: Online complaint form
  • Print the above form and send it to: IP Complaints, Insolvency Service, 3rd Floor, 1 City Walk, Leeds LS11 9DA.
  • Email the completed form to ip.complaints@insolvency.gsi.gov.uk
  • Call the Insolvency Service Enquiry Line on 0845 602 9848 (Monday to Friday 8:00am – 5:00pm).

If you require help with completing the form advice is available from:-
Insolvency Enquiry Line
insolvency.enquiryline@insolvency.gsi.gov.uk
Telephone: 0300 678 0015
Monday to Friday, 9am to 5pm

Call charges may apply