Customer Care

As a professional practice, we hope that you will find our treatment of you to be courteous, professional and in compliance with the relevant insolvency legislation.

We aim to meet certain standards in our dealings with all individuals and these are set out below : -

Correspondence to us, including email, will be responded to within ten days at the latest.

We will ensure that you are fully aware of your rights and obligations under any insolvency process administered by us, be it in your capacity as a debtor in a sequestration or trust deed or as a Director or shareholder in a corporate insolvency. Furthermore, we shall ensure that you are aware of any procedures to be followed by you in any insolvency process you are involved in.

Your case will be administered by a member of staff with appropriate experience and always under the supervision of both a Senior Manager and an Insolvency Practitioner.

All information you provide to us will remain confidential unless we are required by law to release same.

It is our practice to ensure that all individuals are offered the opportunity of meeting with their case administrator or a suitable member of staff in person at the commencement of their case.

Home visits can be arranged if suitable notice is given. A home visit will always be offered to individuals who are unable to attend the office for any acceptable reason. Please note that the office does have disabled access but should you have any concerns then please contact us in advance to enable us to discuss your particular requirements.

Those involved in personal insolvency are encouraged to bring a friend or family member to your initial interview and may authorise us to discuss your case with them if you feel that this would assist you.

Those involved in corporate insolvency are encouraged to bring an appropriate professional advisor, such as an accountant or solicitor, but this is by no means necessary.

In the event that you do have a complaint to make about us, we would welcome the opportunity to address same but would ask that you follow the procedure listed below.

Complaints Procedure

In the even that you feel dissatisfied with any aspect of your dealings with us, the Company does operate a formal complaints procedure which should be followed as set out below : -

Step 1

The administration of your case will be conducted by a suitably experienced member of staff but at all times, under the guidance of a Senior Manager. In the event that you have concerns relating to the administration of your case, then contact should be made in writing to Linda Hastings. Alternatively if you wish to contact her by email, her address is linda@hastingsinsolvency.com.

For us to be able to handle your complaint efficiently, it would be helpful if you could detail the following : -

Name of staff member about whom you wish to complain

Date and details of any particular incident

Whether the issue was raised with staff member in question

We endeavour to respond to all formal complaints within fourteen days at the latest.

Step 2

In the event that you do not receive a satisfactory response or do not receive a response within the timescale detailed above, a further complaint may be made to the Insolvency Practitioner who acts as Trustee or Liquidator and you should again, put your complaint in writing and send it to us, preferably by recorded delivery.

Step 3

If you feel that the Company has not resolved your complaint to your satisfaction, then you may make a direct approach to the following bodies for further assistance : -

The Accountant in Bankruptcy

The Accountant in Bankruptcy exercises a supervisory role over all personal insolvency proceedings in Scotland. If your complaint involves the manner in which the Trustee or their staff are administering your case then you may approach them directly and they will conduct their own investigation.

Insolvency Complaints Gateway

Both Colin & Linda Hastings hold Insolvency Permits issued by ICAS and should your complaint relate to the professional conduct of either Colin or Linda Hastings or their staff, it should be addressed to the above and they will make appropriate enquiries on your behalf.

Contact details for the above bodies are listed below : -

The Accountant in Bankruptcy
1 Pennyburn Road
Kilwinning
Ayrshire
KA13 6SA
Telephone : 0300 200 2600
Web : www.aib.gov.uk

Insolvency Complaints Gateway
The Insolvency Service
IP Complaints
3rd Floor
1 City Walk
Leeds
LS11 9 DA

Telephone - 0845 602 9848 - calls are charged at between 1p and 10.5p per minute from a land line; for mobiles, between 12p and 41p per minute if you're calling from the UK.

Email : ip.complaints@insolvency.gsi.gov.uk
Web: www.insolvencydirect.bis.gov.uk/ExternalOnlineForms/InsolvencyPractitionerComplaint.aspx