Hi, I'm already in an IVA and have been since Feb 2008 with Freeman Jones. I told them that I couldn't afford payments and they then reduced my monthly contribution. I have now been told by my 2nd relationship manager that these are now actually arrears that I still have to pay. There was no equity to release in my house and then my relationship manger changed to a THIRD person. This person then stated that my previous relationship manager had said that I will need to make further payments for 18 months as I had been hiding premium bonds from then. This was not the case and was in fact savings for my daughter whilst my payments had stopped briefly. They are now saying that I will have to pay installments for a further 18 months even tho I am due to finish along time before then. Can they do this?
Thank you for taking the time to post here and also on MoneySavingExpert.
I’m sorry you feel that the way we have managed your IVA is not suitable. We have dealt with your complaint through our own internal procedures and have contacted you by letter with our response.
Should you wish to take things further the letter does provide full details of possible next steps you can take.
We are sorry that you feel we have not acted in your best interest, however we’re happy to discuss the options with you as we, as much as you, would like to see your IVA through to a successful conclusion.
Thank you
Steven Hewitt - a member of the team at Freeman Jones
ah tell me about it, I have had 4 or 5 different relationship managers, also with freeman jones, never once was i informed of these changes, i only found out because when i contact them to speak to my relationship manager, each time i have had, 'oh they are no longer here, your relationship manager is now... blar blar blar'. Not good enough x x
Hi Steve, in response to the letter I recieve, I disputed most of what was written in it and tried contacting your complaint manager and he refused to response my calls. I requested speaking to the IP but was told to complaint to the Governing body . So it no success with Freeman Jones from £240 to £450 a month. my biggest regret.. different relationship managers different rules.
Last edited by toto on Sun Feb 24, 2013 10:10 pm, edited 1 time in total.
Where there is a change of key staff, surely tbese firms will write to the clients affected by the change to advise of the new contact? Perhaps Steve could clarify the process if he picks up on this post.
As an IP myself, I would be appalled if a member of my staff refused to put a client call through to me and instead referred my client to my regulatory body. Something does not seem quite right here.
I believe you have spoken to the team and we exploring ways of helping you move forward. I do hope that we can get things back on track for you.
Neither my colleagues nor any of our Insolvency Practitioners would refuse to speak to a client. There may be cases when there isn’t an IP available at that time.
Like all firms, in cases where a client makes a complaint ,we will provide a formal response and in it we will detail the recourse for clients who aren’t happy with that response. This will include the professional regulatory bodies and also the Insolvency Service.
Steven Hewitt - a member of the team at Freeman Jones
