Complaints Policy
At Xeinadin, we are committed to providing a high standard of service. However, we understand that there may be times when you are unhappy with certain aspects of our service.
How to raise a complaint
If you have any concerns or would like to raise a complaint, please email the engagement partner or manager named in our engagement letter. They are familiar with your circumstances and may be able to resolve any issues immediately, such as correcting misunderstandings or providing missing documentation.
It is our policy to handle complaints fairly and promptly, considering all circumstances. We aim to resolve all complaints within four weeks of receipt. If this is not possible, we will inform you accordingly.
To help us address your complaint efficiently, please provide the following information:
- your name and address;
- a clear description of the complaint;
- the name of the partner and/or staff member(s) involved;
- any supporting documentary evidence (if available).
Alternative contact
If you prefer to raise your concerns with someone else, you may contact our complaints team by email at [email protected]. The team will work alongside the relevant partner or manager to investigate the complaint.
If you remain dissatisfied
If you remain dissatisfied, you may refer your complaint to the appropriate regulatory body:
- CAI (in Ireland)
- ICAEW (in the UK)
If you remain dissatisfied and your complaint relates to one of our Licensed Insolvency Practitioners under the insolvency legislation of Great Britain or Northern Ireland, you have the right to refer the matter the Insolvency Complaints Gateway. You can do this by completing an online complaints form at https://www.gov.uk/complain-about-insolvency-practitioner. Guidance for those who wish to complain can also be found on this site.