Complaints

Complaints

It is important to us that complaints are dealt with promptly. If you have a complaint about the service you have received from a department or an official, we will work with you to resolve the complaint in a full and fair way, keeping you informed of progress.

If things go wrong

AiB is committed to providing a professional, fair and helpful service to all customers. However, if you feel AiB has made a mistake or are dissatisfied with the service which you have received from the Agency or one of its providers, please contact us.

Often a phone call to a member of staff will mean the matter can be resolved quickly. If, after speaking to the Agency, you are still not satisfied, you may want to make a formal complaint.

If the sequestration is being administered by one of the providers under the Contracted Out Insolvency Services contract on behalf of AiB as trustee and you have cause for complaint, you should write to the provider in the first instance, setting out your concerns.

The current providers to the Insolvency Services contracts are:
Armstrong Watson, Hastings & Co, Insolvency Support Services (ISS), Invocas, MMG Archbold, KPMG, Wylie and Bisset LLP

If you are not satisfied with the way your complaint has been dealt with, you can write to AiB which will investigate further. It is AiB's policy to give the provider the first opportunity to resolve any disputes prior to getting involved.

AiB complaints standards

If you find you do need to complain, AiB will ensure your complaint is treated seriously and dealt with in a polite and professional manner. If the Agency finds a mistake has been made, you will receive an apology, a resolution to your complaint and an explanation of what went wrong.

Download our guide to The Accountant in Bankruptcy (AiB) Complaints Procedure