Harrington Brooks is one of the UK's leading debt resolution providers. We are currently helping approximately 25,000 people repay credit by debt management plans and we have a further 7,000+ clients trusting us to handle their IVA (Individual Voluntary Arrangement). Established in 1997, our intention has always been to be a safe place for people in debt find council and support - ensuring the best advice is given and appropriate solutions provided at all times. We employ over 250 staff in our offices in Sale, Manchester and the majority are involved in providing personalised debt advice, liaising with creditors or providing customer support and service Important departments within our company include:- Debt Advisory The debt advisory team's aim is to clearly explain all options and to always offer the most appropriate advice. Our clients' first contact is normally with one of our professional trained, expert debt advisors. We pride ourselves on the high level of training and the quality of advice given. We are never judgmental and always explain all options, detailing the pros and cons of each. Operations Department The Operations department handles the provision of debt management plans. Clients are initially they are looked after by our Welcome Team, where account managers start the negotiation process with creditors, to ensure the plan is set up correctly. We currenly have agreements in place with 86% of creditors (by volume of debt) to free interest and charges on our clients debts. Once everything is up and running we have a team of experienced Client Liaison Advisors who are there to answer any queries both clients and creditors may have. Our Review Team regularly reviews our clients circumstances and include services such as benefit checking and utility switching as part of the package. This high level of service ensures that the plan remains affordable and is the best solution for our clients needs. Insolvency Department The Insolvency department handles the provision of IVAs. Overall responsibility lies with Insolvency Practitioner, David Rankin, while day to day matters are handled by the Operations Manager. The department includes the Pre-Appointment teams which are made up of IVA drafters, IVA reviewers and Meeting of Creditor Coordinators. Our Post-Appointment teams deal with the many tasks involved in ensuring the smooth running and successful conclusion of our client's IVAs. Finance The Finance Team are responsible for processing customer payments to us, then passing these payments on to creditors inline with agreements. We currently make about 200,000 individual creditor payments each month with a combined value of over £3.5million. Compliance Harrington Brooks takes compliance seriously. Our advisors and customer service team receive constant quality and compliance checks from their managers, who feedback and coach their teams on a daily basis. This not only ensures that we are providing the best advice at all times, but also that this advice is accurate and within regulatory guidelines. To aid these checks, we record all calls made and received by staff, therefore our clients can be re-assured that we are constantly checking the quality and standard of service we provide - whilst continually improving the service and advice we give daily. We treat all complaints seriously. Recording all phone calls made and received by staff give allows us to resolve any issues that arise quickly and competently. We follow the FSA guidelines for handling complaints; however we will normally resolve issues within 7 days. We work with the Financial Ombudsman Service & DEMSA to ensure that the service we provide is second to none.