10:00 – 10:50
Breakout session one
All three breakout sessions run simultaneously. Delegates can attend one in this timeslot and one at 11.10 as all breakout sessions are repeated twice.
Breakout session one: Understanding Complaints: Process, Perspective and Professional Support
Breakout session one: Understanding Complaints: Process, Perspective and Professional Support
Complaints are something most insolvency professionals will encounter at some point in their careers. This practical session will look at the complaints process across the RPBs, including what to expect, typical timescales and how complaints are investigated and dealt with. It will also cover what professional misconduct means in practice, when self-reporting may be required, and how to respond effectively to a complaint.
We’ll share practical tips and insights, including how to manage difficult or repeat complainants, the growing use of AI-generated complaints, and some of the common issues that lead to complaints.
There will also be an opportunity to put your questions to the panel and hear from the RPBs about how complaints are handled in practice.
Speakers:
Justine Carruthers
Jennifer Hills
David Menzies
Breakout session two: HRMC
Breakout session two: HMRC: Working with the Insolvency Profession – customer service update 2026
Speakers:
Alan Bean
