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The Insolvency Service helps to deliver economic confidence by supporting those in financial distress, tackling financial wrongdoing and maximising returns to creditors.ÌýÌý

The Insolvency Service is committed to understanding what all our customers need from us. We aim to meet our targets in every case, and we regularly monitor and review our performance.Ìý

Our standardsÌý

Getting things rightÌý

We’ll give you accurate, consistent and clear information.ÌýÌý

When we ask for information, we rely on you to give us full, accurate and timely answers.ÌýÌý

If you disagree with us, we’ll tell you about the options available to you and work with you to reach an appropriate outcome quickly and simply.ÌýÌý

We’ll be honest about our performance and how well we do our work.ÌýÌý

We’ll be clear about which of our services have fees and how much they will cost.

Making things easyÌý

We are a digital first organisation. We’ll provide digital services that:Ìý

• are designed around what you need to do Ìý
• are accessibleÌý
• are easy and quick to useÌý
• minimise the cost to youÌýÌý

We’ll continue to improve our services to make sure that they are available to use at a time that suits you. You can find contact details for the Insolvency Service on 188ÌåÓý.

Being responsiveÌý

When you get in touch with us, we’ll make sure that the people you deal with have the right level of expertise. We’ll also explain what happens next and advise when you can expect a response from us.ÌýÌý

We’ll answer your questions and try to resolve things first time, or as quickly as we can.ÌýÌý

If we make a mistake, we’ll put it right as soon as possible. �

If you’re not satisfied with the service you’ve received, we’ll explain how you can make a complaint.

We aim to:Ìý

• answer 85% of the customer service calls we receive within 2 minutes.Ìý
• respond to your written correspondence within 15 working days of when we get it.ÌýÌýÌý
• respond within 20 working days where an MP writes to us on your behalf (this includes Members of Scottish Parliament and Welsh Assembly Members)Ìý
• explain why and when you will get a full response if we cannot respond in the time stated above.Ìý

Treating you fairlyÌý

We will be helpful, polite and treat you fairly, with respect.ÌýÌý

Being aware of your personal situationÌý

We’ll be mindful of your wider personal situation. Where you ask for extra help, we’ll do what we can to accommodate your request.ÌýÌý

Recognising that someone can represent youÌý

Where possible, we’ll aim to respect your wish to have someone else deal with us on your behalf, such as a friend, relative or third-party organisation. We’ll only deal with them if you have authorised them to represent you.Ìý

Keeping your data secureÌý

We’ll protect information we hold about you and we’ll always use that information fairly and lawfully.ÌýÌý

Our personal information charter explains how we keep your information secure.Ìý

Mutual respectÌý

We take any threats, intimidation, or harassment very seriously and we will take appropriate action against any behaviour of this type.Ìý

 We will always treat you in line with our values of:Ìý

• Inclusivity and Wellbeing: we will trust, support and respect you, and we recognise the diversity of our customersÌý
• Flexibility: we will work in a way that aims to meet your specific needsÌý
• Performance: we will ensure you receive the high standard of service you expect from usÌý

In return, we expect you to treat our staff with the same respect and courtesy.

We will try to understand your circumstances. We’ll assume you’re providing the right information and evidence, unless we’ve good reason to think you’re not. In some circumstances, we may need to verify this with third parties.

If you are not happy with the service that you have receivedÌý

We are committed to providing a professional, fair and efficient service to our customers. We aim to continuously improve our services and act on feedback and comments.ÌýÌý

We want to know if you think something has gone wrong with the service we have provided. That way we can try and put it right. If you are dissatisfied, you canâ€�make a complaint. The Insolvency Service will aim to deal with your complaint quickly and fairly.ÌýÌý

If you are not happy with our final response to your complaint, you can send it to theâ€�. The Ombudsman is independent from the government. Their process requires you to  and ask them to refer your complaints to the Ombudsman. You cannot complain yourself, directly.Ìý

The ombudsman will expect you to have finished our internal complaints procedure before you contact them. We’ll tell you when you’ve reached the end of our complaint’s procedure. Further information is available on the�.

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We will regularly review how the Charter standards apply in all aspects of its work. �

We also publish our customer satisfaction results each year as well as progress and priorities for further improvement.  �

Contact the Insolvency ServiceÌý

Use our to contact us about:Ìý

• ²ú²¹²Ô°ì°ù³Ü±è³Ù³¦²âÌý
• debt relief ordersÌý
• breathing spaceÌý
• company liquidationsÌý
• redundancy paymentsÌý

Making a complaint to the Insolvency ServiceÌý

Searching the Individual Insolvency RegisterÌý

For more information about the Insolvency Service

We  about your interactions with us and how we have performed against the Charter. �

How we monitor and report on performance against the CharterÌý

Performance against the Charter is monitored by specific service standards, customer surveys and other data, linked to wider Insolvency Service performance measures.ÌýÌý

We publish our performance against these measures in our annual report.