Complaints handling process
- First published
- 31 December 2020
- Last updated
- 31 December 2020 - see all updates
An overview of AiB's complaints handling procedures
What happens after I have complained?
AiB will tell you who is dealing with your complaint.
The complaints handling procedure has two stages:
- Stage 1 - frontline resolution
- Stage 2 - investigation
Stage 1 - frontline resolution
We aim to resolve complaints quickly and whenever possible by the AiB team that provided the service.
This could be by what is known as frontline resolution, whereby we can give you an on-the-spot apology and explanation if something has clearly gone wrong and this immediate action will resolve the problem. We will give you a frontline resolution decision within five working days or less.
Stage 2 - investigation
If we can’t resolve your complaint by frontline resolution, or your complaint is complex, we will complete a full investigation. We will acknowledge receipt of your complaint within three working days and give you our response to your complaint as soon as possible and within 20 working days.
If an investigation will take longer than 20 working days, we will notify you with the reason for this and advise you of the revised date we expect to respond in full.
Scottish Public Services Ombudsman (SPSO)
If you remain dissatisfied with our response, or with the way we have dealt with your complaint, you may make a complaint to the SPSO.
The SPSO will notify you if they will investigate your complaint.
The SPSO is the final stage for complaints about public services in Scotland. This includes complaints about the Scottish Government, NDPBs, Agencies and other government sponsored organisations.
The SPSO cannot normally look at complaints:
- where you have not gone all the way through the Accountant in Bankruptcy’s complaints handling procedure
- more than 12 months after you became aware of the matter you want to complain about
- that have been or are being considered in court
Contacting the SPSO
By Post
Freepost SPSO
In person
SPSO
Bridgeside House
99 McDonald Road
Edinburgh
EH7 4NS
Freephone
0800 377 7330
Online contact
Website
Insolvency Practioners Association (IPA)
Alternatively, if the appointed insolvency practitioner is licensed by Insolvency Practitioners Association (IPA) , you can raise a complaint directly with them.
- First published
- Thursday, 31 December 2020
- Last updated
- Thursday, 31 December 2020 - show all updates
- All updates
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