How to raise a trust deed complaint

Identify the problem and the organisation

Separate a service issue from disagreement with a formal decision. Delayed replies, an unexplained calculation and a refusal of discharge may need different routes.

Also identify who did the work: an introducer, the trustee’s firm or Accountant in Bankruptcy. The correct complaint recipient depends on that distinction.

Put the complaint in writing

Ask for the firm’s complaints procedure. State what happened, the dates, the impact and what response or correction you are seeking.

Attach relevant evidence rather than every document you hold. Keep copies and use verified contact details. Do not include personal financial records in a public review to try to obtain a response.

A clear structure is:

1. Your case reference and the issue being raised.
2. A short chronology.
3. The specific documents or calculations involved.
4. Why you believe the response or action was wrong.
5. The outcome you are asking the firm to consider.

Escalating a practitioner complaint

GOV.UK says to complain to the insolvency practitioner first. If you remain dissatisfied, the official complaints route can refer the matter to the relevant professional authorising body.

The official page explains eligibility, time limits and the information needed. Read the current requirements rather than assuming every dispute can be resolved through the same form.

Complaints about AiB

If the issue is AiB’s own service, use AiB’s published complaints procedure. That is distinct from a complaint about a private trustee.

Describe which team or action is involved and what has already been done to resolve it. Use the contact details on AiB’s current official page.

Do not miss a legal deadline

A refusal of discharge, court document or formal notice may have a separate review or appeal route. Obtain independent advice promptly and explain the date you received the document.

Do not assume that making a complaint pauses the arrangement, suspends payment obligations or extends a court deadline. Ask specifically what action is necessary while the complaint is considered.

If money is immediately short

Tell the trustee about affordability separately from the complaint. The payment difficulty guide explains how to present a changed budget.

For independent help, use the Scottish advice directory. This website cannot adjudicate a complaint or act on your behalf.