Chapter 2 - The Insolvency Service
Chapter 2 - The Insolvency Service
Chapter 2 - The Insolvency Service
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<strong>Chapter</strong> 2<br />
<br />
<br />
<br />
<br />
problems arising from miscellaneous estate receipts received from<br />
official receiver offices;<br />
the benefits and disadvantages of the way we charge banking fees;<br />
requests to operate foreign currency accounts, which we are unable<br />
to do at present;<br />
improvements to online services, such as printing statements and<br />
issuing payment instructions.<br />
<strong>The</strong> <strong>Service</strong> is grateful to the members of both user groups, for the<br />
contributions they have made to during the year.<br />
Helplines<br />
<strong>The</strong> <strong>Service</strong> operates two helplines, one providing information about general<br />
insolvency matters, the other assisting employees made redundant as a<br />
result of insolvency. Our helplines are available Monday to Friday from<br />
9.00am to 5.00pm. During 2005-06 the helplines received 58,692 calls, an<br />
increase of 15.2% on the 2004-05 figure of 50,960. Enquiries by e-mail have<br />
also increased during the period to 3,902 as against 3,078 in 2004-05 an<br />
increase of 27%.<br />
Website<br />
In addition to our helplines, customers can access information via <strong>The</strong><br />
<strong>Service</strong>’s website. Use of the website increased during the year with 486,355<br />
unique visitors compared to 278,615 in 2004-05. Use of the online<br />
insolvency register has continued to grow at a rapid rate with 1,387,459<br />
searches undertaken in the year as compared with 534,206 in 2004-05. In<br />
response to requests from commercial organisations who regularly access<br />
the register we have provided data downloads of the register for a small fee.<br />
<strong>The</strong> <strong>Service</strong>'s publications can be downloaded from the website free of<br />
charge but to ensure our customers have a choice in accessing our services,<br />
printed copies are also available. Demand for publications continued to rise<br />
with 770,144 distributed in 2005-06 as against 729,554 in 2004-05 an<br />
increase of 5.27%.<br />
Complaints<br />
In 2005-2006 <strong>The</strong> <strong>Service</strong> received<br />
428 new complaints an increase of<br />
56 complaints on the 2004-05 figure<br />
of 372.<br />
<strong>The</strong> <strong>Service</strong> found 91 (21%)<br />
complaints to be justified in whole or<br />
part against 94 (25.3%) in 2004-05.<br />
353 (82.5%) complaints received in<br />
36
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