Compliance

Complaints

Baker Tilly Mooney Moore undertakes to investigate any complaints we receive promptly. There are three possible stages to each complaint:-

1. Local resolution: complaints will be dealt with by the person who is the subject of the complaint and the Engagement Partner or the appointed Insolvency Practitioner.

All complaints will be carefully considered and, if the matter is straightforward, we will usually send you a full reply within 20 working days.  If your complaint is complicated we will contact you before we start the investigation to clarify your concerns.  If we need to carry out a very detailed investigation our response may take longer than 20 working days.  If this is the case, we will contact you to explain what is happening, and tell you when we will send you a full response.

If we find that your complaint is justified, you will receive an apology together with details of any other steps we will take to meet your concerns.  We will also explain what we are doing to prevent the problem happening again.

Where a problem cannot be resolved then you can ask for it to be referred to stage two.  However all efforts will be made to resolve the complaint at stage one.

2. Conciliation: an Independent Partner/Insolvency Practitioner will undertake a review of Stage 1, with a particular focus on how the complaint was handled and with the aim of resolving the complaint through a process of conciliation.  This will probably involve a meeting with you, which will be arranged whenever is most convenient for you.

We would hope that you would allow us to resolve the complaint through stages one and two however you may go directly to stage three.

3. Contact the Association of Chartered Certified Accountants or The Insolvency Service for Insolvency Practitioner Complaints: If you are not satisfied with the way the Firm has dealt with your complaint at stages 1 or 2, you may refer the matter to our professional body, the Association of Chartered Certified Accountants, or in the case of Insolvency Practitioner complaints you may complain to the regulatory body that licences the Insolvency Practitioner concerned.  Any such complaints should be addressed to The Insolvency Service, IP Complaints, 3rd Floor, 1 City Walk, Leeds, LS11 9DA and you can make a submission using an on-line form available here; or you can email insolvency.enquiryline@insolvency.gov.uk; or you may phone 0300 678 0015.  Information on the call charges that apply is available here.