What to do if things go wrong

Our complaints procedure

The companies comprised in the PJG Recovery Group are all correctly licenced by the Office of Fair Trading for the provision of debt advice to consumers. Our CCL licencing details are noted below:

• Jones Giles Limited – 643361
• Philip Gill & Co Limited – 643363

The group companies are currently supportive of the current Debt Management Guidance and have embraced all of the changes which have been introduced over the last couple of years. Our IVA Proposals also follow the IVA Protocol. Sometimes not everything goes to plan, even in the world of debt advice and insolvency in PJG Recovery we insist on a clear, open and honest complaints procedure that is here to help you in the unlikely event of a negative experience.

If you have a complaint, this must be put in writing and addressed to the Licensed Insolvency Practitioner directly either by letter or preferably by email to the following:

• Melanie Giles: melaniegiles@pjgrecovery.com

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to the Insolvency Practitioner dealing with the matter, who will then review the complaint and speak to the member of staff dealing with the case.
3. Within 10 days of our acknowledgement letter, we will send to you a written reply to your complaint.
4. At this stage if you are still not satisfied, you should contact us again and we will arrange for the Insolvency Practitioner to review his/her decision.
5. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
6. If, having received our response, you remain unsatisfied, you may take the complaint further to either:

Financial Ombudsman Service
South Quay Plaza,
183 Marsh Wall,
London, E14 9SR

Or the Insolvency Practitioner’s own regulatory body via the Insolvency Service Complaints Gateway at http://www.bis.gov.uk/insolvency/contact-us/IP-Complaints-Gateway .

The Insolvency Practitioners Association,
Valiant House,
4-10 Heneage Lane,
London,
EC3A 5DQ

Chartered Accountants Ireland ("CAI")
The Linenhall
32-38 Linenhall Street
Belfast
BT2 8BG

You can find more information about complaints at DEMSA

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How to get help

Call us now on (NI & ROI) 02891 814890 (UK Mainland) 02920 346530 or fill in our online enquiry form and one of our insolvency experts will call you back. We will discuss your situation with you ensuring that we fully understand your circumstances and what is important to you; we will then discuss your options with you and advise whether a Trust Deed is the most suitable debt solution. One of our Insolvency Practitioners will then guide you through the process, making sure it is as hassle-free as possible.

PJG Recovery are full members of DEMSA.  A copy of the DEMSA code and standards can be found here