www.iva.co.uk

Hi all, I am looking for some advice as If there is an external complaints process regarding completion certificate being issued. After 6 years of payments I paid my iva off in August 2012, I am still waiting one year on for my certificate however.
I was advised through persistent chasing that the final meeting between gt and all my creditors was 21st May 2013 to fully sign all details off. This was all approved but I am still in the same situation and no certificate. 3 emails later and 3 failed lead times of when I will recieve this and to be quite frank I don't see an end to the situation.
Apparently this is being dealt with by gt mangement but I don't know what to believe anymore. I have had excuses of cheques not being wrote, unforseen circumstances as to why I have not had it through and not being able to get hold of creditors....
Surely once everything is officially signed off it shouldn't take 2 and half months to issue a certificate.

Hi John, i've been waiting since Feb 2012 and have had a similar experience to you although the reasons i've been given are PPI variations, dividend issues and VAT. I was supposed to be a part of a mass meeting in June but apparently that never happened, so thats now going ahead on 12th August.

Have you emailed GT through the email address on here? I did that and I got them to promise to keep me updated with the outcome of the meeting, expedite my case after that and keep me updated with how its progressing.

The GT expert on here says: If you have an IVA with Grant Thornton and for some reason you are having difficulty contacting us please email ivacustomerservices@uk.gt.com and ensure that "IVA Forum" is all that is entered in the subject line of the email.

Sorry if you already know all that.

Copied from a GT mail:

1 If a client expresses unhappiness with the service provided by this firm, then in the first instance the concerns will be dealt with by the manager responsible for the area that gave rise to the complaint and you will receive a formal response in that regard within one month of the date of this letter. Should we require additional time to investigate the matter, you will of course be advised accordingly.

2 If the matter cannot be resolved by the relevant manager, you can then direct your complaint to my designated senior member of staff Mr Paul Madden at Grant Thornton, Waters Edge, Clarendon Dock, Belfast, BT1 3BH.

3 If you continue to be dissatisfied with my firm's response to your complaint, you can then write to Ms Fiona Beighton - the Head of Quality & Risk Management who deals with any complaints arising from the firm's recovery department - at Grant Thornton UK LLP, 30 Finsbury Square, London, EC2P 2YU.

In the unlikely event that my firm is unable to resolve your complaint you can then complain to my regulatory body – the Insolvency Practitioners Association.

That is a pretty fair policy, and unhappy clients should certainly invoke the complaints procedure if they feel they have valid reasons. There is a mechanism in place to deal with these issues, and GT will want to put things right where they can.

Pity they dont stick to thier own complaints policy.