Making a Complaint

Angel Advance is committed to delivering a quality service at all times. However we do accept that occasionally things can go wrong. If you are dissatisfied with any aspect of the service you receive from Angel Advance we would like to hear from you. Equally, if you are pleased with the services offered, or have a suggestion on how we might improve our services, do let us know.

We reserve the right not to consider a complaint about an event which occurred more than six years ago. We will confirm to you in writing if your complaint is outside of this time limit.

We need to know the exact nature of your complaint in order to resolve it effectively, therefore please provide as much information as possible about the service provided, the individuals or department involved and why you felt the service we offered did not meet your expectations.

How to Make a Complaint

You can make your complaint by whichever method is most convenient for you, using the following details.

Angel Advance, 850 Birchwood Boulevard, Birchwood, WA3 7QZ

If you telephone us, the complaint will be logged and the person that takes your call will attempt to resolve the issue for you. If you are not satisfied with the response you receive at this stage we will pass the details to a complaints handler who will contact you within 5 working days to let you know if we have been able to resolve your complaint or if further investigation is required. This contact will be in writing unless you specify otherwise.

If your complaint is received by us in writing (including fax or email) it will be passed to a complaints handler who will contact you within 5 working days to let you know if we have been able to resolve your complaint or if further investigation is required. This contact will be in writing unless you specify otherwise.

If a full response cannot be provided within five working days you will be informed in writing of the progress made and you will be given the contact details for the staff member dealing with it.

In all cases we will treat your correspondence in strict confidence, with fairness and objectivity.

What to do if you are still unhappy?

If you feel your complaint has not been satisfactorily dealt with, or if we’ve been unable to send you a response within 8 weeks, you can ask the Financial Ombudsman Service for an independent review.

Their details are:

The Financial Ombudsman Service will only consider your complaint once you’ve tried to resolve it directly with us, or if they obtain our permission to get involved at an earlier stage.

You must register your complaint with the Financial Ombudsman Service within 6 months of the date on your final response letter, or if you haven’t received a final response, 6 months from the date that you raised the complaint. We will not consent to the Financial Ombudsman considering any complaint which is referred to them after this six-month period has elapsed, nor will we consent to them considering any complaint about something which occurred more than six years ago or which you became aware of more than three years ago.

IVA complaints

If your complaint relates to an IVA please contact your Insolvency Practitioner on 01925 599400, or write to:

Angel Advance, 850 Birchwood Boulevard, Birchwood, Warrington, WA3 7QZ.

If your complaint relates to the actions of your Insolvency Practitioner, please address your complaint to the Company Director who will investigate your concerns or, if you remain dissatisfied, you can take up the matter with The Insolvency Service by writing to:

IP Complaints, 3rd Floor, 1 City Walk, Leeds, LS11 9DA.

Please note that the regulation of IVAs, and therefore the handling of any complaints concerning them, is not undertaken by the Financial Conduct Authority but instead by the Insolvency Practitioner's licencing body.  Sending your complaint to the wrong organisation may result in delays therefore if you are unsure about who your complaint should be directed to, please contact us on 01925 599400 for clarification.