Complaints handling process

AiB will tell you who is dealing with your complaint.

The complaints handling procedure has two stages: 

1. Stage 1 - frontline resolution 
2. Stage 2 - investigation

Stage 1 - frontline resolution

We aim to resolve complaints quickly and whenever possible by the AiB team that provided the service. 

This could be by what is known as frontline resolution, whereby we can give you an on-the-spot apology and explanation if something has clearly gone wrong and this immediate action will resolve the problem. We will give you a frontline resolution decision within five working days or less. 

Stage 2 - investigation

If we can’t resolve your complaint by frontline resolution, or your complaint is complex, we will complete a full investigation. We will acknowledge receipt of your complaint within three working days and give you our response to your complaint as soon as possible and within 20 working days. 

If an investigation will take longer than 20 working days, we will notify you with the reason for this and advise you of the revised date we expect to respond in full. 

Scottish Public Services Ombudsman (SPSO)

If you remain dissatisfied with our response, or with the way we have dealt with your complaint, you may make a complaint to the SPSO. 

The SPSO will notify you if they will investigate your complaint. 

The SPSO is the final stage for complaints about public services in Scotland. This includes complaints about the Scottish Government, NDPBs, Agencies and other government sponsored organisations. 

The SPSO cannot normally look at complaints: 

• where you have not gone all the way through the Accountant in Bankruptcy’s complaints handling procedure 
• more than 12 months after you became aware of the matter you want to complain about
• that have been or are being considered in court

Contacting the SPSO

By Post

Freepost SPSO 

In person

SPSO

Bridgeside House

99 McDonald Road

Edinburgh

EH7 4NS 

Freephone

0800 377 7330 

Online contact

www.spso.org.uk/contact-us

Website

www.spso.org.uk