Completed with G.T in August 2011. What is the protocol for time taken to issue a certificate ?

[Trevor.12]

I completed my IVA with Grant Thornton in August 2011. Dispite numerous letters and emails requesting a completion certificate, it is only today, after another lengthy phone call, that l was given the email address of GT closure team. This is 2 weeks short of a full year after final IVA payment !!!. My question is - What protocol is there regarding the time taken for a completion certificate to be issued after the successful completion of a IVA

Trevor

[IVANotOverYet]

With GT the protocol appears to be:

Tell client to cancel direct debit and confirm it's all paid.

Advise closure will take 'up to five months'

Do nothing for a while

Start closures process. Discover overpayments. Ask creditors for money back.

Do nothing for five months. Wait for client to contact them.

Chase refunds from creditors, tell client that it'll just take as long as it takes.

Send EIC letter with only one day to respond which isn't a working day. Threaten client with failure of IVA despite them doing everything asked of them.

Repeat as necessary to drag out closure as long as possible.

[Alderson]

There doesn't seem to be any officially binding protocol that really covers what happens when.

However, GT's own approach was posted here on 10 May 2012 in response to the last concerted and prolonged barrage of criticism that they received regarding their closure process.

In your own experience, how much of what they promised has been delivered?

[IVANotOverYet]

font size="1" face="Verdana, Arial, Helvetica">quote:<hr height="1" noshade>Originally posted by Alderson

There doesn't seem to be any officially binding protocol that really covers what happens when.

However, GT's own approach was posted here on 10 May 2012 in response to the last concerted and prolonged barrage of criticism that they received regarding their closure process.

In your own experience, how much of what they promised has been delivered?

Taking information from the thread you linked, in my experience so far

•providing information about the closure process, what’s involved at each stage and the typical timeframes;

I don't know where I am or what's going on.

•individual case updates; letting you know when your case has reached key milestones in the process;

I don't even know what the milestones are

•if we encounter any problems, we will tell you about the issues and keep you updated with the progress for a resolution;

FAIL - apparently overpayments via Accuma were discovered adn refunds requested in March 2012 - but I didn't know anything until I chased last week - and seems GT haven't followed up on the creditors since March.

•changes to our telephone lines to give you a direct link to the closure team who can offer accurate and comprehensive information about the closure process;

FAIL - I've been told several times that you can't speak to closures by phone.

•for those who prefer electronic communication, a dedicated email address for your closure queries - iva.closures@uk.gt.com;

They respond. Not as quickly as I would like, but they respond.

•additional resource to address the backlog and ensure that no one has to wait longer than necessary for the closure of their arrangement.

I've been waiting nine months. Is that OK?

[Alderson]

GT appear to be institutionally incapable of getting to grips with the issues they have regarding closure of IVA's. They certainly don't seem to be capable of managing peoples expectations of the process and its timescale.

Surely they they can't keep wheeling Karol Wilson out on this forum every few months to put a new sticking plaster over the problems and criticism?

My guess is that their presence on the forum will diminish in response. It is voluntary after all.