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<p>The Insolvency Service (Agency) does not hold records that categorise complaints
in this way for 2009/10, 2010/11 and 2011/12. The Agency's records are held in relation
to complaints received in respect of the official receiver's administration of bankruptcies
and debt relief orders (DROs) from 2012/13 onwards.</p><p>Since June 2013, following
introduction of the Insolvency Practitioner Complaints Gateway, the Agency has maintained
records of complaints made against Insolvency Practitioners (IPs) and their administration
of individual voluntary arrangements (IVAs) and Trust Deeds (a Scottish equivalent
of IVAs) - no records are held for IVAs alone.</p><p>The following table summarises
complaint numbers in respect of the official receiver or IP's administration of bankruptcies,
IVA/ Trust Deeds and DROs.</p><table><tbody><tr><td><p>Year</p></td><td><p>Bankruptcy</p></td><td><p>IVA
& Trust Deeds</p></td><td><p>Debt relief orders</p></td></tr><tr><td><p>2012/13</p></td><td><p>193</p></td><td><p>-</p></td><td><p>0</p></td></tr><tr><td><p>2013/14</p></td><td><p>154</p></td><td><p>183</p></td><td><p>7</p></td></tr></tbody></table><p>Records
detailing the nature of complaints received in relation to the official receiver's
administration of bankruptcy and DRO cases have only been held since 2013/14. The
complaints are categorised as follows:</p><p>Delay in taking action;</p><p>Delay in
replying to correspondence;</p><p>Delay in returning telephone calls;</p><p>Personal
conduct (of a member of staff);</p><p>Misleading/ incorrect information;</p><p>Failure
to inform/ reply;</p><p>Failure to act;</p><p>Incorrect action; and</p><p>Quality
of service by 3rd party acting for the Agency.</p><p>The nature of complaints received
in respect of an IP's administration of IVAs are categorised as follows:</p><p>Complainant
not receiving a completion certificate;</p><p>IP's failure to deal with correspondence;</p><p>Complainant
disputing payment protection insurance compensation is asset in IVA;</p><p>Complainant
believes they were given poor advice; and</p><p>IP failed to deal with an IVA/ Trust
Deed in a timely way.</p>
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