Complaints Gateway (the Gateway)

How will the Gateway work?

The Gateway is run by the Insolvency Service (GB) and is a single entry point for complaints made about insolvency practitioners within GB and, from 1 May 2018, NI jurisdictions.  Complaints will be filtered by the Gateway. If the Gateway staff consider that a complaint merits further consideration, they will pass it to the insolvency practitioner’s authorising body which will deal with the complaint as they do now.

If someone complains directly to an authorising body, that complaint will be forwarded to the Gateway.

What complaints will the Gateway deal with?

The Gateway will deal with complaints about an insolvency practitioner who has been formally appointed as office holder and also about work that may lead to an insolvency appointment.

The Gateway will deal with all complaints made against insolvency practitioners whether they are appointment takers or non-appointment takers. 

The Gateway will deal with complaints about an insolvency practitioner who has been formally appointed as office holder and also about work that may lead to an insolvency appointment.

What do Insolvency Practitioners need to do?

You will need to tell anyone who wishes to make a complaint about you that they need to make their complaint via the Gateway.

If you include details of your complaints procedure in your enagement terms, you will need to change them to refer to the Gateway.  You will also need to update your complaints procedure. 

The Gateway FAQs

A list of Frequently Asked Questions has been developed to provide guidance on using the Gateway.

The Gateway contact details

Post: The Insolvency Service, IP Complaints, 3rd Floor, 1 City Walk, Leeds LS11 9DA
E: ip.complaints@insolvency.gsi.gov.uk
T: 0845 602 9848 (Landline - 1p - 10.5p per/min | Mobiles - 12p - 41p per/min if call from UK)