At Business Rescue Expert, we are committed to providing a professional, transparent and high-quality service at all times. We recognise that, despite our best efforts, concerns or complaints may occasionally arise.
We take all complaints seriously and are committed to resolving them fairly, promptly and in accordance with current insolvency regulatory guidance and professional standards.

We aim to:

• treat all complainants fairly and courteously;
• investigate concerns impartially and without delay;
• communicate clearly throughout the complaints process;
• learn from complaints to improve our service standards;
• and comply with applicable insolvency legislation, Statements of Insolvency Practice (SIPs), and current regulatory guidance.

Many concerns can be resolved quickly through informal discussion. If you are unhappy with any aspect of our service, we encourage you to raise the matter with your usual contact or another senior member of staff in the first instance.

If your concern cannot be resolved informally, you may make a formal complaint in writing by email or post.

Please include:

• your full name and contact details;
• the company or individual insolvency case reference (if applicable);
• details of your complaint;
• any relevant dates, correspondence or supporting documents;
• and the outcome you are seeking.

Complaints should be addressed to:

Complaints Officer

Robson Scott Associates Ltd trading as Business Rescue Expert
49 Duke Street
Darlington
County Durham
DL3 7SD
Email: complaints@businessrescueexpert.co.uk

Acknowledgement

We will acknowledge receipt of your complaint within 5 business days.

Investigation

Your complaint will be reviewed by an appropriately senior individual who has not been directly involved in the matter where possible.

We may:

• request further information or clarification;
• review correspondence, file notes and case records;
• speak with relevant team members;
• and consider whether any regulatory or professional obligations are engaged.

Response Times

We aim to provide a substantive written response within 28 days of receiving your complaint.

Where additional time is required due to complexity or the need for further information, we will keep you updated regarding progress and expected timescales.

Following our investigation, we will write to you explaining:

• our findings;
• whether your complaint is upheld, partially upheld, or not upheld;
• any remedial action proposed;
• and details of any further escalation options available to you.

If you remain dissatisfied after receiving our final response, you may refer your complaint to the Insolvency Service Complaints Gateway.

The Complaints Gateway assesses complaints relating to the conduct of Insolvency Practitioners and may refer matters to the relevant Recognised Professional Body where appropriate.

Insolvency Service Complaints Gateway

Submit a complaint online

Email: ip.complaints@insolvency.gov.uk

Telephone: 0300 678 0015

The Gateway generally considers complaints relating to the conduct of an Insolvency Practitioner or those acting on their behalf. It does not normally deal with commercial disputes, fee disputes approved through the insolvency process, or matters determined by the Court.

All complaints will be handled confidentially, subject to legal and regulatory obligations. Information may be disclosed where required by law, regulation, insurers, legal advisers, or relevant regulatory bodies.

We monitor complaints to identify trends, improve client service standards, strengthen internal processes, and support compliance with professional and regulatory obligations.

If you require this policy in an alternative format or need assistance making a complaint, please contact us and we will make reasonable adjustments where possible.