Umbrella.UK Insolvency Complaints Policy & More

Umbrella.UK Insolvency Complaints Policy & Procedure

Our commitment

We place a high priority on client service and are keen to ensure that the quality of this is maintained. If you are, however, concerned about any aspect of the service we provide then please speak to Thomas Fox, the firm’s Insolvency Practitioner, who will do his best to resolve your complaint.

What to do if you are dissatisfied

Whilst we are normally able to resolve complaints by telephone, should you wish you may also complain to us in writing to Umbrella.UK Insolvency, Bollin House, Bollin Link, Wilmslow, Cheshire, SK9 1 DP or by e-mail to complaints@umbrella.uk

How we will handle your complaint

We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint. Within four weeks of receiving a complaint, we will send you either: a) a final response adequately addressing the complaint; or b) a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you. Within eight weeks of receiving a complaint we will send you either: a) a final response adequately addressing the complaint; or b) a response which advises that we need more time and the reasons why, an estimate of how long we think it will take us to resolve your complaint and the steps you can take to pursue the matter if you are not happy with the delay. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress that you accept. Appropriate redress will not always involve financial redress, but could involve an apology or another suitable form of redress.

Umbrella.UK Insolvency Complaints Policy – If we cannot resolve your complaint

Where we are dealing with you in relation to a formal insolvency matter rather than in an advisory capacity and you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to the Insolvency Complaints Gateway which is operated by the Insolvency Service by visiting their website at http://www.bis.gov.uk/insolvency/contact-us/IP-Complaints-Gateway and completing and submitting their online form. Alternatively you can print the form from their website and send it by post to The Insolvency Service, IP Complaints, 3rd Floor, 1 City Walk, Leeds, LS11 9DA or contact them by telephone on 0845 602 9848 (Monday to Friday 8am – 5pm). Details of the call charges can be accessed at https://www.gov.uk/call-charges/. Where we are dealing with you in relation to an advisory matter rather than in a formal insolvency matter and you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to the Financial Ombudsman Service who will assess this dispute. For more information, you can visit their website www.financial-ombudsman.org.uk. You can also call them on 0800 023 4567 or 0300 123 9123. You can also email them at complaint.info@financial-ombudsman.org.uk or write to: Financial Ombudsman Service Exchange Tower London E14 9SR Please note you have six months in which this matter can be raised with the Financial Ombudsman. We sincerely hope that you won’t have cause to complain to us, however, if you do we will make it easy and assure you your complaint will be considered fairly and swiftly.

What our clients tell us

Tom Fox was incredibly helpful as I prepared to liquidate a couple of companies - clear advice, a respectful approach to both myself as director and the creditors, and a reasonable fee structure vs many of the national IP's I spoke to whilst researching who to work with.

Mike S

I engaged Umbrella accountants to oversee a Members Voluntary Liquidation for the small consultancy business I've been running. The team talked me through the MVL process, steps and requirements. The paperwork involved was well explained and straightforward, with the initial disbursement of funds handled very quickly and professionally under tight deadlines.

Brendan N

I extend my appreciation of your professional efficiency in handling my company business and herewith say thank you.

Maxine R

Umbrella.UK Insolvency guided me as sole Director of my small limited company, and the shareholders, through every step of a Members Voluntary Liquidation in a very efficient manner. The steps required were clearly laid out and proactively managed by their licensed practitioner. From first meeting through to an interim distribution of funds to shareholders took only a few days in our case. Thereafter, Umbrella will be managing all of the downstream actions required to complete the process with HMRC and Companies House, through to the final discharge of the company.

Alex O

I'd just like to thank Tom for your help with the closure of my company. You have been highly efficient and very professional throughout. Thank you.

Tony D

First of all, I would like to say a BIG Thank You for all of your assistance over the past year. I would not be in the positive state of recovery without Umbrella Insolvency. Your care and assistance at the application stage last summer, along with the advice throughout the year, has been great. I would not hesitate to tell anyone in my negative situation where to turn to.

Mr TM

Before I came to Umbrella.UK Insolvency I was in a bad place mentally due to debt because I believed I would be in my current situation for a long time to come. Umbrella.UK Insolvency walked me through my options and helped me pick the best one. I am genuinely amazed at what they managed to do for me and can now afford to live comfortably, and without the constant worry of debt looming over me.

I engaged Tom to arrange an IVA for me after I ran into financial difficulties as a result of the closure of my company. He introduced me to Sarah and both of them as a team worked tirelessly through Lockdown to get the best outcome for me and my family. Both Sarah and Tom were patient, thorough and incredibly compassionate for our situation. They attained the best outcome for us and I couldn't speak more highly of them. Thank you to you both, Amazing work.

Thank you very much for your assistance in a successful proposal. We are ever so grateful as this is a chance to transform our lives; or rather you have given us a second chance to have our lives in order. Thank you for your patience and perseverance throughout that you showed.

Thank you so much for your help with my IVA. As an ex-company Director my life took a downward spiral when creditors from my liquidated company called upon my personal guarantees. I had been treading water for months, ran up credit card debts and borrowed from family. When a creditor instigated bankruptcy proceedings against me I thought I was going to lose my house. I contacted Umbrella.UK Insolvency who stopped all the phone calls and threatening letters. Umbrella.UK Insolvency explained things in a way I could understand. They negotiated with creditors and my IVA went through, now I can sleep at night again and I kept my home. Thomas Fox was extremely knowledgeable and I truly thank him and his team.

Paul G

Following a personal recommendation, we appointed Umbrella.UK Insolvency to handle the voluntary liquidation of our business (MVL). Tom and his team were excellent, keeping us well informed throughout and working effectively with the company's accountants to ensure all documentation was produced and filed on time. I have since recommended Umbrella.UK to friends looking for similar services and I have no hesitation in recommending them more widely.

Kevin B

I engaged Umbrella .UK Insolvency to oversee a Members Voluntary Liquidation for the small consultancy business I've been running. The team talked me through the MVL process, steps and requirements. The paperwork involved was well explained and straightforward, with the initial disbursement of funds handled very quickly and professionally under tight deadlines.

Brendan N

Thank you to Tom Fox at Umbrella Insolvency for helping me close my limited company after being forced to close it due to IR35 issues. Tom clearly has a lot of experience doing MVLs to help limited contractors like myself caught by IR35. I was surprised by how much money I was actually left with. Very impressed, thank you!

David G

I had the pleasure of working with Umbrella.UK for an insolvency matter. Their compassionate approach, coupled with their expertise, helped me find the right solution for my company's financial difficulties. I highly recommend their services.

M Harris

Umbrella.UK's team of insolvency practitioners demonstrated exceptional knowledge and professionalism throughout our engagement. Their ability to provide clear solutions and communicate complex matters made the CVL insolvency process much more manageable.

Emma D

As a director facing company financial difficulties during covid, I was overwhelmed and unsure about the next steps. Umbrella.UK stepped in and guided me through the options for helping my business recover with patience and expertise. I cannot thank them enough for their exceptional service and my company is in a much healthier situation.

Mark T

I am extremely grateful to Umbrella.UK for their prompt and effective insolvency assistance. Their deep understanding of the insolvency process and dedication to helping struggling businesses saved us from a dire situation. Thank you!

S Johnson

Tom Fox at Umbrella.UK provided invaluable guidance and support during a challenging time for our business. Their team of experts helped us navigate through insolvency with professionalism and efficiency. Highly recommended.

John S

Umbrella.UK Insolvency Complaints Policy & Procedure

What our clients tell us

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