Last updated: July 2026
We aim to give you a high standard of service at all times. If we don’t get something right, we want to know so we can put it right and learn from it. This page explains how to complain, how we’ll handle your complaint, and what you can do if you’re not satisfied with our response.
You can raise a complaint with us in whatever way is easiest for you:
To help us investigate quickly, please give us your name, the best way to contact you, and as much detail as you can about what went wrong and how you’d like it resolved.
We handle every complaint to the standards expected of a licensed insolvency practitioner. In practice this means:
If we cannot resolve your complaint to your satisfaction, or eight weeks have passed since you first raised it, you can take it further. Complaints about the conduct of a licensed insolvency practitioner go through the Insolvency Service’s complaints process, or direct to the practitioner’s regulator, the Insolvency Practitioners’ Association. Complaints about the administration of a Protected Trust Deed can also be raised with the Accountant in Bankruptcy. All three are free to use and independent of us, and we’ll always point you to the right route if you’re unsure.
Free and impartial debt advice is available from MoneyHelper and the Scottish Government, as well as StepChange, National Debtline and Citizens Advice Scotland.