Complaints Procedure

Bridge Newland Limited are committed to upholding best practice through a high quality service to all our clients, and their stakeholders.

In order to comply with our regulatory requirements this page seeks to set out our procedure for dealing with complaints arising from the provision of services under our letter of engagement:-

Let us try and resolve

In the first instance please contact our managing director, Ben Robson, to discuss any concerns you have, so that the matter can be looked into immediately. An informal complaint can be made by telephone, or by speaking, face to face or in writing to The Stables, 2 Hillmorton Wharf, Crick Road, Rugby, CV21 4PW.  If the matter is not resolved at this stage, and you have not already issued a complaint in writing, you should do so.  Please include specific details so that the matter can be thoroughly investigated. Upon receipt of your written formal complaint an acknowledgement will be sent to you within 7 working days. The name and contact details of the person who will be dealing with your case will be supplied to you at this point.

Within 14 working days from receipt of your written complaint you will receive in writing a summary of our understanding of your complaint. You will be asked at this time to provide any further evidence or information regarding the complaint and to confirm that I have understood all your concerns.  Following such confirmation, I will investigate the matter and write to you in reply within 21 working days unless it becomes apparent to me that the investigation may not be completed within this timescale.  In these circumstances, a written explanation will be sent to you including a progress report.  When a substantive reply is sent you, a summary of my findings will be included along with details of any further action to be taken.

Complaints Gateway

In the event that you are not satisfied with our response you may bring the matter to the attention of the Insolvency Service, an executive agency of the Department for Business, Innovation and Skills, whose statutory activities include the regulation of the insolvency profession.  The Insolvency Service operates the Insolvency Complaints Gateway, which is an independent and standardised method for complainants to access the centrally administered complaints system.

You can access the Insolvency Complaints Gateway in the following ways:-

Call the Insolvency Service Enquiry Line on 0300 678 0015 (Monday to Friday 8.00am to 5.00pm)

Visit the Insolvency Service website at www.bis.gov.uk/insolvency and completing the online complaint form and submitting it electronically.

Alternatively you can print the form and post it to: IP Complaints, Insolvency Service, 3rd Floor, 1 City Walk, Leeds, LS11 9DA, or you can e mail it to ip.complaints@insolvency.gsi.gov.uk

Report Misconduct to IPA

If in the context of your dealings with us or the handling of your complaint, you believe that Ben Robson, or any member of his staff, have been guilty of misconduct, you may lodge a complaint with Mr Robson’s authorising body, the Insolvency Practitioners Association.  Their full contact details can be provided on request.  Further information can also be found on the Insolvency Practitioners Association website being www.insolvency-practitioners.org.uk.