www.iva.co.uk

Hi forum friends

I am delighted to be able to share some good news with you on the forum for a change, and that is the appointment of my good and old friend Antoinette Thorpe as Head of Insolvency at Fairpoint T/A Debt Free Direct.

Antoinette worked with me about 12 years ago in my supervisory department, and subsequently trained and qualified as an Insolvency Practitioner in her own right some years later. She has worked for several large IVA providers over the last few years, she knows this profession very well, and is one of the best people I have had the opportunity of working with in my career.

Antoinette tells me that she is very aware of the occasional adverse posting from DFD clients, and I know that she takes client service very seriously and will want to do everything she can to review current procedures and put things right that may not be working so effectively - particularly lines of communication with clients.

Whilst she may not have time to post much on the forum personally, I am hoping that she will pop on soon to say hello, and perhaps appoint a forum representative to have direct contact with DFD clients who raise issues. We all remember how effective Decla was when he was fulfilling this role. I have also promised to send her forum links where I think there are issues which warrant her personal attention.

So I would like to extend a warm forum welcome to Antoinette - who tells me that she intends to personally see how she can help to improve some of the commonly referred to issues we see on the forum - PPI claims, case closure delays etc - which to be honest all firms are suffering from right now. She would also be grateful to receive feedback and comments from any clients with issues - and do remember that postive feedback is as valuable as negative as well, and that there are many clients who are happy with the service DFD has provided them with over the years.

As Antoinette hails originally from Dublin, I will also send her this note in her own native tongue:-

"Ta failte romhat!"

She used to be my joint IP when I was with BE, I have her name on my proposal...

Congratulations to her and I hope she will help with any problems DFD's clients have.

As a DFD client (so far a happy one) that's great news to hear Mel - thanks for letting us know and welcome to Antoinette [:)]

Welcome Antoinette. Hopefully DFD will get some of it's mojo back

Hi

Thank you for the update Mel and yes it would be good to see DFD back on this forum

Regards

That sounds like a very positive step Melanie and as she has been one of your proteges this will be a definate improvement in customer service i'm sure. Congratulations to Antoinette and a very big welcome too.

Be nice to have more experts and representatives of the bigger companies. Welcome.

hi orchid5

re mels other post re Antionette ( not sure if ive spelt this correctly )

Perhaps an email to her at DFD - assuming she has started - may give her chance to look at your case before she gets bogged down with the mammoth task shes taken on ( not a criticisim , but boy has she got her work cut out )

you know how to guess her email address at DFD , give it a whirl girl , youve got nothing to lose

best wishes and continued good luck

was it not Declan who was dfd representative on here before they pulled the plug on him?
I think every company should have a representative on here just to put peoples minds at rest when you cannot get the info through the normal channels.

Declan did a fantastic job for DFD resolving a lot of issues for forum members..let's hope in the next few weeks DFD appoint someone to come on here and represent them once again....welcome Antoinette...DFD did me proud in my IVA and I hope that you and your troops are able to achieve much more in the future.

I agree that every company should have a rep on here ( if they have the kahoonas .... the company, not the rep ). However, it should never descend to the level it has done in the past ( and still doing so ) where the rep has to take all of the flack for inactivity on the part of the company.

LOL 12 months to go I have gone one further than that and have spoken to my Member of parliament todays in turn they have asked for all the details so that when she writes to both companies concerned for a full explanation she has all the facts to hand!

Sadly foggy I agree with you, Declan put his head in the line of fire more than once which wasn't fair he was extremely helpful but hampered by the company he was representing. I have a sneaky suspicion that because he was dealing with so many issues the plug was pulled because it highlighted the ineptitude of the company as a whole. Hopefully now with some new leadership in place things will improve. I for one certainly welcome that.

A representative by definition is chosen or appointed to act on behalf or represent another or in this case represent a Company.

Unfortunately this "representative" should be prepared to accept all reasonable and credible feedback, both good and bad. Simple as that!

The way to reduce negative feedback is by improving the service offered.

I think that Antoinette will be more of an expert in all honesty, Declan was an advisor for DFD so fingers crossed and a very welcomed addition i'm sure.

Fab news and congratulations Antoinette..

Fingers crossed things start moving for cases at DFD and I along with others can get our completion certificates