Complaints Handling Procedure.

Your Bailiff Advisor Limited
Last updated: April 2026

1. Our commitment to you

Our goal is to provide an excellent service at all times. We take all complaints seriously and view them as an important opportunity to improve the quality of our services.

At Your Bailiff Advisor, we are committed to acting with professionalism, transparency, and fairness. However, we recognise that sometimes things can go wrong. When this happens, we will do everything we reasonably can to resolve issues quickly and fairly.

If you are unhappy with any aspect of our service, please contact us as soon as possible so we can investigate and put things right.

2. How to make a complaint

You can contact us in the following ways:

By post:
Your Bailiff Advisor Limited
2 Stubbly Lane
Eccles
Manchester
M3

By telephone:
0161 660 25555

By email:
help@yourbailiffadvisor.co.uk

Whichever method you choose, we will begin reviewing your complaint immediately upon receipt.

3. Our complaints process

Step 1 – Initial review (within 3 working days)

Once we receive your complaint, it will be reviewed by a manager.

We aim to resolve most complaints within 3 working days where possible.

If we are able to resolve your complaint at this stage, we will confirm the outcome in writing.

Step 2 – Formal investigation (if required)

If your complaint cannot be resolved immediately, it will be escalated to our Compliance Team.

We will:

  • Acknowledge your complaint in writing
  • Confirm who is handling your case
  • Provide ongoing updates as appropriate

Step 3 – Investigation timeframe

We aim to resolve all complaints within 8 weeks of receipt.

Within 4 weeks:

If the investigation is still ongoing, we will:

  • Explain why more time is needed
  • Provide an estimated timeframe for resolution (no later than a further 4 weeks)

Within 8 weeks:

We will issue a final response letter confirming:

  • The outcome of our investigation
  • Whether your complaint is upheld, partially upheld, or not upheld
  • Any corrective action taken
  • Any redress offered (if applicable)

4. Information we may need

To help us investigate your complaint efficiently, please provide:

  • A clear description of your complaint
  • Relevant dates and times
  • Names of any staff involved
  • Copies of any relevant documents or correspondence
  • Your preferred contact details

5. If you remain dissatisfied

If you are not satisfied with our final response, or if we are unable to resolve your complaint within 8 weeks, you may refer your complaint to the relevant external body.

Because Your Bailiff Advisor operates within the insolvency and debt advice sector, you may contact the appropriate regulatory channels, including:

Insolvency Complaints Gateway

You can submit a complaint via the Insolvency Service:

6. Regulatory oversight

Insolvency practitioners and related professionals are subject to oversight by recognised regulatory bodies such as the Insolvency Practitioners Association (IPA) or equivalent professional regulators.

These organisations ensure members meet required professional standards and comply with insolvency legislation and guidance.

7. Continuous improvement

All complaints are logged, reviewed, and analysed to identify trends and improve our service. We are committed to learning from feedback to improve customer experience and service quality.