188体育

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

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.听

Our standards听

Getting things right听

We鈥檒l give you accurate, consistent and clear information.听听

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

If you disagree with us, we鈥檒l tell you about the options available to you and work with you to reach an appropriate outcome quickly and simply.听听

We鈥檒l be honest about our performance and how well we do our work.听听

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

Making things easy听

We are a digital first organisation. We鈥檒l provide digital services that:听

• are designed around what you need to do 听
• are accessible听
• are easy and quick to use听
• minimise the cost to you听听

We鈥檒l 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 188体育.

Being responsive听

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

We鈥檒l answer your questions and try to resolve things first time, or as quickly as we can.听听

If we make a mistake, we鈥檒l put it right as soon as possible.鈥�

If you鈥檙e not satisfied with the service you鈥檝e received, we鈥檒l explain how you鈥痗an make a complaint.

We aim to:听

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

Treating you fairly听

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

Being aware of your personal situation听

We鈥檒l be mindful of your wider personal situation.鈥疻here you ask for extra help, we鈥檒l do what we can to accommodate your request.听听

Recognising that someone can represent you听

Where possible, we鈥檒l 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鈥檒l only deal with them if you have鈥痑uthorised them to represent you.听

Keeping your data secure听

We鈥檒l protect information we hold about you and we鈥檒l always use that information fairly and lawfully.听听

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

Mutual respect听

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

鈥疻e will always treat you in line with our values of:听

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

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

We will try to understand your circumstances. We鈥檒l assume you鈥檙e providing the right information and evidence, unless we鈥檝e good reason to think you鈥檙e not. In some circumstances, we may need to verify this with third parties.

If you are not happy with the service that you have received听

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.听听

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鈥痗an鈥�make a complaint. The Insolvency Service will aim to deal with your complaint quickly and fairly.听听

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

The ombudsman will expect you to have finished our internal complaints procedure before you contact them. We鈥檒l tell you when you鈥檝e reached the end of our complaint鈥檚 procedure. Further information is available on the鈥�.

贵别别诲产补肠办听

We will regularly review how the Charter standards apply in all鈥痑spects of its鈥痺ork.鈥�

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

Contact the Insolvency Service听

Use our to contact us about:听

• 产补苍办谤耻辫迟肠测听
• debt relief orders听
• breathing space听
• company liquidations听
• redundancy payments听

Making a complaint to the Insolvency Service听

Searching the Individual Insolvency Register听

For more information about the Insolvency Service

We 鈥痑bout鈥痽our interactions with us and how we have performed against the Charter.鈥�

How we monitor and report on performance against the Charter听

Performance against the鈥疌harter is鈥痬onitored by鈥痵pecific service standards, customer surveys and other data, linked to wider鈥疘nsolvency Service鈥痯erformance鈥痬easures.听听

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