Complaints Procedure

Who do I contact?

If you wish to make a formal complaint it would help if you contacted us in writing.   Please include

• your name
• If appropriate, the name of the person dealing with your case
• your case reference number if known, and
• copies of any correspondence or document relevant to your complaint

You can email you complaint to the Operational Policy and Compliance Team.  Alternatively you can send you complaint by letter to

Please mark your letter or email "complaint".

How do I make a formal complaint?

The Operational Policy and Compliance team will ensure that your complaint is acknowledged and arrange for a member of staff with the relevant experience to investigate and respond to you.

We will

• wherever possible, respond to your complaint within 10 working days of receipt, or
•  where the Agency are unable to reply fully within 10 working days, notification will be given to you explaining why there is a delay, details of who is dealing with the complaint and when a reply should be expected.

We will not

• be able to deal with matters that are the responsibility of another organisation, nor
• be able to consider a complaint about a decision or some aspect of our service where the decision or service took place more than 12 months before you contacted the Agency

Chief Executive review of complaint

If you are not satisfied with the way we have dealt with your complaint, you can write directly to the Chief Executive.  In your letter, you should include,if possible

• your name and address
• if appropriate, the name of the person dealing with your case
• the case reference number if known
• copies of any correspondence or documents relevant to your complaint

You should address your letter to

The Chief Executive will ensure your complaint is looked at again, fully and fairly, and will reply within 10 working days of hearing from you.  Where the Chief Executive is unable to reply fully within 10 working days, notification will be given to you explaining why there is a delay, and when a full reply should be expected.

Complaints to MPs or MSPs

Legislation on personal insolvency is devolved to the Scottish Parliament. The Accountant in Bankruptcy cannot change the law or Government policy on insolvency or the DAS.  If you are unhappy about legislation or policy, you can write to the Minister for Energy, Enterprise and Tourism or to your MSP or MP.

You cant contact the Scottish Parliament by writing to

Or by telephone: 0131 348 5000

Further information is on the Scottish Parliament website