Hi NewGuy,

I would first check that the complaint has been issued to the correct [email] address for complaints, in line with the Firm's Complaints Procedure. All firms should have this policy available on their website.

That policy will also stipulate their timescales for acknowledging receipt and for responding to the complaint.

If you have followed the complaints procedure and they have failed to respond or satisfactorily deal with the complaint in the appropriate timescales, your escalation route is through the Insolvency Complaints Gateway, not AiB.