Standards of Service

Telephone 

AiB staff are available Monday to Friday (excluding public holidays) from 09:00 - 16:30.

AiB aims to provide a prompt and courteous response to all telephone calls to the office. If you contact AiB by telephone during office hours, staff will aim to answer all calls promptly and using the standard greetings:

• good morning/afternoon, (team name)
• Accountant in Bankruptcy, (name) speaking, how can I help you?

If you are contacting the office out with these hours or staff are unable to take your call at that time, you have the option to leave a voicemail. A member of our staff will contact you as soon as possible.

Additionally:

• if the person you want to speak to is unavailable, another member of staff will deal with your enquiry or take a message
• should it be necessary to transfer your call, you will be told who you are being redirected to and the reason for the transfer
• if you make a call to the AiB switchboard, your call will be transferred to the correct business area on the first attempt
• if a telephone enquiry cannot be answered immediately, the member of staff will explain the reason for this, take your return contact details, and tell you the expected response time
• you may be asked to put your enquiry in writing and send it to AiB before it can be answered fully. The member of staff will tell you the address to send your enquiry. On receipt of your written enquiry, AiB will aim to reply within 20 working days 

Letter or e-mail

If you contact AiB by letter or e-mail:

• correspondence acknowledged as urgent will be replied to within two working days of receipt
• all other correspondence will be replied to within 20 working days of receipt
• an interim response will be sent in cases when AiB is unable to issue a full reply within 20 working days. An interim response will explain the reason a full reply cannot be provided and indicate when you can expect a full reply
• clear, accurate and relevant responses to correspondence will be provided using plain English and free from jargon

All correspondence will clearly display the name of the person or team who has replied together with a contact telephone number and email address.

Social media

AiB has a Twitter account. This is used for information only and will not be used to discuss official correspondence. The AiB Twitter policy can be viewed for more information.

Receipt of any case related questions or information will be passed to the relevant team in AiB. AiB will not reply to direct messaging requests on Twitter but will acknowledge receipt of the message.

The usual ways of contacting AiB for official correspondence are detailed above. A full reply to your query will be provided within 20 working days through an agreed format of letter, e-mail or telephone.

Our policies are currently being reviewed for accessibility. If you require a copy in the meantime please email the AiB communications team. 

General public - visitors to the office

The AiB building is open to the public Monday to Friday (excluding public holidays) from 9:00 - 15:00.

If you visit the office in person you can expect:

• to be treated in a professional and courteous manner
• to be seen within 10 minutes of any pre-arranged appointment
• where there is no pre-arranged appointment, AiB will attempt to resolve your enquiry if possible or arrange a future appointment
• staff to give their name and wear badges with their name shown
• private interview facilities to be offered

In addition:

• the office is accessible to those with mobility requirements, including the provision of parking and suitable entry systems
• an induction loop system is available in all areas of the building to help those with a hearing impairment

What AiB expects of you when you visit the office:

• present suitable ID when arriving at the office (i.e., driving license or passport)
• you are requested to keep any appointment, or let AiB know as soon as possible if you are unable to attend
• you treat AiB staff with courtesy
• inform AiB if you need to communicate in a specific way