Frost Group Limited trading as Frost Business Recovery (“FGL”) Complaints Procedure

1. FGL strives to provide a professional and efficient service, and aims, at all times, to comply with the standards set down by the Statement of Insolvency Practice 1 issued by the Association of Business Recovery Professionals (“R3”). As a consequent of this, FGL takes any complaints received very seriously. FGL identifies a complaint as any situation where any stakeholder in any insolvency writes, in any format, or telephones, and states that they are unhappy with either our standard of work and/or the information we have provided previously. The complaint can either be formal ie from Regulatory Body or informal.
2. Once the complaint has been received it will be immediately passed to both the Complaints Officer and the Officeholder. The Officeholder must also ensure that the other Insolvency Practitioners are informed of the nature of the complaint.
3. Within a period of 24 hours to one week of the complaint being received, a copy of this complaints procedure must be sent to the Complainant, together with a letter acknowledging the complaint and setting out when a full response can be expected and received.
4. This will be the responsibility of the Complaints Officer to ensure this complaints procedure and a letter of acknowledgement are sent within a period of 24 hours and up to one week of the complaint being received (but allowing for Bank Holidays and holiday to be taken into consideration). The Complaints Officer is responsible for managing the process of dealing with the complaint assisted by the Team Manager and Case Administrator. When dealing with complaints, it is FGL’s aim to remove the ‘emotion’ from the process to ensure that the facts of the matter are fully investigated and considered.
5. The complaint will immediately be logged into the Complaint Schedule maintained by FGL by the Complaints Officer. This schedule will be updated throughout the process.
6. The Complaints Officer, Officeholder, Team Manager and Case Administrator will hold a meeting as soon as practicable, to organise a strategy to investigate the complaint. This will include a timetable of events and full strategy detailing what steps will be taken. As a result of the strategy decided upon, it might be necessary for the Complaints Officer to review the file to fully understand the issue.
7. It will be the responsibility of the Complaints Officer to ensure that a full response is drafted in response to the complaint. This will have to be approved by the Officeholder and sent back to the Complainant. FGL aim to provide a full response to any complaint received within 28 days of the complaint first being received. If FGL is unable to meet this target, the Complaints Officer will write to the Complainant setting out the reasons why this is unachievable and stating the date by which a full response will be provided. If the Complainant remains unsatisfied it will be the responsibility of the Complaints Officer to continue to manage the process with the aim of ensuring the Complainant’s concerns are fully addressed.
8. If the Complainant continues to feel that the complaint raised has not been dealt with to their satisfaction they may complain to the regulatory body that licences the Insolvency Practitioner concerned. Any such complaints should be made online at the following website – www.gov.uk/complain-about-insolvency-practitioner
9. As Insolvency Practitioners, when carrying out all professional work relating an insolvency appointment, Jeremy Charles Frost, and Stephen Patrick Wadsted are bound by the Insolvency Code of Ethics, a copy of which can be found at https://insolvency-practitioners.org.uk/regulation-and-guidance/ethics-code. We are also bound by the
   regulations of our professional body, which can be found at http://insolvency-practitioners.org.uk
10. Where work is undertaken for an individual that does not involve a formal insolvency appointment,this work will be covered by FGL’s authorisation with the Financial Conduct Authority (“FCA”) under reference number 643855. The attached link to the FCA website describes how complaints should be dealt with in respect of the firm’s authorised by the FCA. http://www.fca.org.uk/consumers/complaints-and-compensation/how-to-complain
11. As with any complaints that may arise with regard to formal insolvency appointments, issues arising relating to work covered by FGL’s FCA authorisation should in the first instance be addressed to the Compliance Officer where in the procedure discussed above will be followed. If the complainant remains unsatisfied after this, please email complaint.info@financial-ombudsman.org.uk.
12. In order to comply with the Provision of Services Regulations 2009, FGL holds professional indemnity insurance details which can be found at our website. This professional indemnity insurance provides worldwide coverage, excluding professional business carried out from an Office in the United States of America or Canada and any action for a claim bought in any court in the United States of America or Canada.

Complaints Offer: Jeremy C Frost, Managing Director
Contact details: Frost Group Limited, Clockwise, 30 Tweedy Road, Bromley BR1 3FE
Email: jeremyf@frostbr.co.uk
Telephone: 0345 260 0101