• 0161 848 0576
  • info@mercurycorporaterecovery.co.uk

Complaints Procedure

  1. Complaints Procedure

We hope you are satisfied with the service you receive from us, however, should you have a complaint you wish to raise we request that you follow the following procedure.

Step 1

Please raise your complaint by contacting us by telephone on 0161 848 0576, by email to info@mercurycorporaterecovery.co.uk or by using the contact us form on our website. Please address your complaint to the Insolvency Practitioner of the company.

Please make it clear you are raising a complaint and give us the reason for your complaint including the circumstances and people involved in order that we may investigate this further.

Upon receipt of your complaint we will acknowledge receipt in writing to the contact details supplied by you. We will aim to provide this acknowledgment within 14 days of receipt.

Step 2

We will investigate your complaint and compile any necessary information required, including asking for additional information from you.

We will aim to provide you with our decision within 35 days.  However, if your complaint is complex and may require more time for us to investigate, we will advise you accordingly.  We do not expect this to take longer than 8 weeks and we will keep you appraised of any developments as appropriate.

Step 3

We will write to you with our final decision to either:

  • Uphold your complaint and advise of any remedial steps (if any) that we intend to take) or
  • Explain why your complaint is not upheld

If you are not happy with our decision, or you do not wish to address your complaint to the Insolvency Practitioner, then you can follow the above steps to report your complaint for the attention of The Operations Director, whereby the same procedure will be followed.

Step 4

If you do not wish to go through the above steps or you remain unsatisfied, you can complain to the Recognised Professional Body of the Insolvency Practitioner, through the Insolvency Complaints Gateway which is operated by the Insolvency Service https://www.gov.uk/complain-about-insolvency-practitioner