Pareto Money IVAs are now being supervised on 02031 314 226

Complaints Procedure

Pareto Money Management Ltd is committed to achieving the highest standards in the products and services we provide in particularly in dealing with our customers. However, there are times when you are unhappy with the services we provide and times when things go wrong.

The information below sets out our internal complaints procedure and is in place to ensure that we resolve complaints quickly and satisfactorily. This gives us the opportunity to put matters right for you and improve our services for everybody.

How to make a complaint

If you are unhappy with the service we have provided to you, you should in the first instance discuss the situation with us. Many complaints can be resolved informally by discussing this with a member of our staff. Should you still be dissatisfied with the explanation you are given then you can formally make a complaint by putting this in writing and addressing this to the Complaints Officer Pareto Money Management Ltd, Unit 10D, Dryden Road, Wavertree Technology Park, Liverpool L7 9PG, by fax to 0845 052 9306 or by email to

Giving us details of your complaint

If you want to complain, please provide the following details.

  • A clear description of your complaint or concerns
  • If appropriate, the person you are complaining about and what it is you consider they did wrong
  • Details or suggestions as to how you would like us to rectify the situation

How we will deal with your complaint

We will do our best to sort out your complaint immediately and it is the company's objective to resolve a complaint satisfactorily within 10 working days.

Depending upon the nature of the complaint a more detailed investigation may be required in which case the process may take longer. If this happens the Complaints Officer will, within five business days of receipt of your complaint, send to you:-

  • A written acknowledgement giving the name of the person who will be dealing with your complaint together with details of our complaints procedure.
  • An indication of how long it will take to resolve your complaint.

Once we have done this, we will then do the following:-

  • Keep you informed of our progress.
  • We aim to resolve complaints within 4 weeks. If we are not able to do so, we will always write to you explaining what is happening and when we expect to sort out your complaint.
  • Once all information has been considered you will be contacted to confirm the outcome of our findings.
  • If your complaint is upheld, how we intend to rectify the situation.
  • If your complaint is not upheld, our reasons for coming to this decision.

IVA Customers

If you have a complaint about the manner in which your Individual Voluntary Arrangement (IVA) is being handled I refer you to the Complaints Procedure issued by the Insolvency Practitioner Association.

Complaints Procedure

From 5 June 2013 a complaint relating to an IPA authorised (i.e. licensed) insolvency practitioner's regulated work must be channelled through a common Complaints Gateway hosted by the Insolvency Service in Leeds. If the complaint is within the scope of the complaints system it will then get passed to the IPA for further enquiry.

The Complaints Gateway covers complaints against insolvency practitioners acting in their capacity as an insolvency practitioner in a particular insolvency procedure. The Gateway covers insolvency practitioners regulated by the Insolvency Practitioners Association; the Institute of Chartered Accountants in England and Wales; the Association of Chartered Certified Accountants; the Institute of Chartered Accountants of Scotland; the Institute of Chartered Accountants in Ireland and those insolvency practitioners regulated by the Secretary of State. The Complaints Gateway does not cover complaints made against insolvency practitioners in relation to insolvency procedures governed by Northern Ireland legislation: these complaints need to be made directly to the relevant authorising body of the insolvency practitioner concerned. In addition, those insolvency practitioners authorised by the Solicitors Regulation Authority or by the Law Society of Scotland are not currently part of the Complaints Gateway.

None of the regulators is able to intervene directly in any insolvency case, nor to overturn the decision of an insolvency practitioner, nor that of any Court. A regulator will consider a referral within the context of whether the actions or behaviour of the insolvency practitioner may result in the insolvency practitioner being liable to disciplinary action. For instance there must be an indication of a breach of the insolvency legislation, Statements of Insolvency Practice, RPB regulations and guidance or code of ethics. The allegations should be capable of being supported with evidence.

You are encouraged to try to resolve the complaint with the insolvency practitioner before approaching the Complaints Gateway.

A large proportion of insolvency complaints arise due to a breakdown in communication that has arisen between the insolvency practitioner and the interested party. In most cases, the insolvency practitioner or his/her firm will have an internal complaints procedure and you should try to resolve your dispute directly with the insolvency practitioner before contacting the Complaints Gateway. In most cases this will be a quicker method of resolving your complaint.

That said there may be instances where it is not appropriate to contact the insolvency practitioner, for instance when you are making an allegation of fraud, so please consider the nature of your allegation before contacting the insolvency practitioner.

It is always helpful to keep copies of any letters of complaint and any responses you may have received from the insolvency practitioner/firm and submit these with your complaint form.

Complaints to the single Complaints Gateway may be made either by:

  • calling the Insolvency Service Enquiry Line on 0300 678 0015 (Monday to Friday 8am to 5pm), or
  • completing and emailing the online complaints form on the Insolvency Service website
  • completing the online complaints form and posting it to: IP Complaints, Insolvency Service, 3rd Floor, 1 City Walk, Leeds, LS11 9DA.

For more details, please visit:

Frequently Asked Questions about the Insolvency Practitioner Complaints Gateway may be found at