Complaints Procedure.

Our commitment

We are committed to delivering a high standard of professional service across every engagement. Where we fall short of that standard — in your view — we want to know. A complaint is an opportunity for us to address the immediate concern and to identify wider improvements. Every complaint will be acknowledged, investigated fairly, and responded to within the timeframes set out below.

Raising a complaint will not affect any ongoing engagement, services, or working relationship between you and the firm. We do not retaliate against complainants, and complaint records are kept confidentially.

What is a complaint?

A complaint is any expression of dissatisfaction about our services, our conduct, our fees, or any other aspect of our work. Complaints can be made informally — for example, raised in conversation or by email — or formally, submitted in writing using the routes below. Both informal and formal complaints will be taken seriously and investigated.

Common subjects of complaint include the standard of service or communication, the way an appointment has been conducted, fees charged or disbursements claimed, conduct of the Licensed Insolvency Practitioner or staff, the outcome of an insolvency procedure, or any other matter relating to our work.

Who can complain?

Any person with a legitimate interest in our work can raise a complaint. This includes:

• ClientsCompanies, directors, individuals, members, or others who have engaged us.
• CreditorsIn any insolvency procedure where we have been appointed.
• Members & shareholdersIn members' voluntary liquidation or other procedures involving members.
• Other interested partiesIncluding referrers, other professional advisers, and counterparties.
• Prospective clientsWho have engaged with us in pre-engagement conversations.

There is no minimum threshold for raising a complaint. If you are dissatisfied with any aspect of our work, you can raise it through the routes below.

How to make a complaint

You can make a complaint using any of the following routes. Where possible, please put your complaint in writing — this helps us investigate efficiently and ensures we can respond in detail. We can also receive complaints by telephone if writing is impractical for you.

• Emailinfo@iqinsolvency.com — please include 'Complaint' in the subject line
• PostSimon Renshaw, IQ Insolvency, 6A Nesbitts Alley, First Floor, Barnet, EN5 5XG
• Telephone020 8153 1270 — ask to speak to Simon Renshaw

If your complaint is about Simon Renshaw personally, please see the dedicated section below for the appropriate route. When making a complaint, it helps if you can tell us what happened, when, and who was involved; why you are dissatisfied; what outcome you would like (an apology, a fee adjustment, a procedural correction, or simply an explanation); and any documents or correspondence relevant to the complaint.

If providing this information is difficult, do not let that stop you from raising the complaint. We will work with you to understand what has happened and what you need.

What happens after you complain

Once we receive your complaint, we will acknowledge receipt within 5 working days, confirming we have understood the nature of the complaint and the outcome you are seeking. We will then investigate the complaint — typically by reviewing case records, correspondence, and any relevant documentation; speaking with anyone involved in the matter; and considering the regulatory framework applicable. We will provide a written response setting out our findings, conclusions, and any remedial action we will take.

During the investigation, we may need to ask you for further information or clarification. We will work efficiently to resolve the matter as promptly as the complexity of the issue allows.

Response timelines

• AcknowledgementWithin 5 working days of receiving the complaint.
• Full written responseWithin 56 days of receiving the complaint.

Where a complaint is particularly complex — for example, involving review of substantial case records, or where the complaint relates to events some time in the past requiring reconstruction of the case position — the full response may take longer than 56 days. In any such case, we will tell you the reason for the delay, our revised timeline, and provide regular updates on our progress. We will not exceed the 56 day timeline without explanation.

If your complaint is about Simon Renshaw personally

Simon Renshaw is currently the only Licensed Insolvency Practitioner at IQ Insolvency. If your complaint is about Simon Renshaw's conduct or decisions personally — rather than about the firm's general service — the most appropriate route is direct escalation to the external bodies that regulate Licensed Insolvency Practitioners, rather than internal investigation by Simon himself.

This is the honest position: an internal investigation of a complaint about the only IP at the firm cannot be genuinely independent. The Insolvency Service Complaints Gateway and the IPA exist precisely to provide independent investigation in these circumstances, and we recommend you use them directly. The escalation routes are set out in the next section.

Notwithstanding the above, you are welcome to raise the complaint with us first if you would prefer to give us the opportunity to address it. We will treat any such complaint seriously and will not impede your right to escalate to the external bodies if our response is unsatisfactory.

If you are not satisfied — escalation routes

If you are not satisfied with our response to your complaint — or if your complaint is about Simon Renshaw personally and you wish to escalate directly — you have the right to refer the matter to the following bodies.

Insolvency Service Complaints Gateway

The Insolvency Service Complaints Gateway is the principal external complaints route for complaints about UK Licensed Insolvency Practitioners. The Gateway is operated by the Insolvency Service, an Executive Agency of the Department for Business and Trade (DBT).

• Onlinegov.uk/complain-about-insolvency-practitioner
• TelephoneInsolvency Service Enquiry Line on 0300 678 0015 (Monday to Friday, 8am to 5pm)
• PostIP Complaints, Insolvency Service, 3rd Floor, 1 City Walk, Leeds, LS11 9DA

Guidance for complainants is available on the same gov.uk page. The Insolvency Service can investigate concerns about the conduct of an IP and can refer matters to the relevant Recognised Professional Body (in our case, the IPA) for regulatory action where appropriate.

Insolvency Practitioners Association (IPA)

Simon Renshaw is licensed and regulated by the IPA. Complaints can also be raised directly with the IPA. The IPA is one of the three Recognised Professional Bodies authorising UK insolvency practitioners and has the regulatory authority to investigate conduct concerns and impose sanctions where appropriate.

Website: insolvency-practitioners.org.uk. The IPA Members Register can be searched to verify Simon Renshaw's authorisation status, and the IPA's complaints process information is available via their website. We will cooperate fully with any IPA investigation.

Other escalation routes

Depending on the nature of your complaint, other routes may also be available. Civil action — individuals retain the right to bring civil proceedings in court for breach of contract, professional negligence, or other actionable matters. Criminal complaint — where alleged conduct may constitute a criminal offence, complaints can be raised with the police or other relevant authority. Insolvency Court — in some circumstances, applications can be made to the Insolvency Court regarding the conduct of office holders.

These routes operate independently of the IPA / Insolvency Service complaints process. We recommend taking independent legal advice if you are considering any of these routes.

Confidentiality and no detriment

All complaints are handled confidentially. Information about a complaint is only shared with those who need to know in order to investigate and respond — typically Simon Renshaw and any administrative staff supporting the case. Complaint records are not disclosed to third parties except where we are legally required to do so, for example in response to an IPA investigation or court order.

Raising a complaint will not result in any detriment to you. We do not retaliate against complainants. Where a complainant is also a current client or creditor in an active engagement, the complaint will not affect the conduct of that engagement — we will continue to deliver our professional duties impartially.

Records and continuous improvement

We maintain records of all complaints received and our responses. Complaint records are kept for at least 6 years in line with general professional record retention requirements. Records are reviewed periodically to identify any patterns or recurring issues that may indicate areas for improvement in our practice.

Where a complaint identifies a process or practice issue, we take steps to address it — whether through staff training, procedural updates, or broader practice review. We view complaints as an important part of how we maintain professional standards.

Data protection complaints

If your complaint relates specifically to how we have handled your personal data, you can raise the complaint with us using the routes above. You also have the right to lodge a complaint directly with the Information Commissioner's Office (ICO) at any time, regardless of whether you have raised the matter with us first.

• AddressInformation Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
• Helpline0303 123 1113
• Onlineico.org.uk/make-a-complaint

For more about how we process personal data, see our GDPR Privacy Notice.

Last updated

This Complaints Procedure was last reviewed on 12 May 2026. We review this procedure annually and after any change to the regulatory framework or our firm structure that affects how complaints are handled.