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Changes to the delivery of our services during the coronavirus pandemic

As a result of government instructions to stay at home we have changed the way we deliver our services.

I have been made redundant and I need to make a claim for redundancy payments or find out more about my claim

I am an employer and need help paying redundancy or need to notify the government of potential redundancies

I need to declare bankruptcy or get a debt relief order

I need guidance around my company going insolvent

I need to contact an official receiver about an existing bankruptcy or compulsory company liquidation case

I need to find out about bankruptcy, debt relief orders, PPI or company liquidations

I want to submit a freedom of information or subject access request

I want to submit a complaint about the Insolvency Service

I want to submit copies of paper documents and forms to the Insolvency Service

I have been made redundant and I need to make a claim for redundancy payments or find out more about my claim

Help for claiming redundancy payments

We are processing redundancy claims as normal. We will write to you once your application has been processed.

Our redundancy guidance contains information about the redundancy claims process. Please check our guidance for answers to your questions.

If you need to apply for redundancy payments, please complete the online claim. You cannot start the application without a CN reference number. This will be provided by the insolvency practitioner dealing with your employer’s insolvency.

If you need help submitting a claim please email the Redundancy Payments Service.

If you do not have access to the internet, and need help completing your claim, you can call 0330 3310020 and leave your contact details. Please be aware that we are currently unable to answer any other queries by telephone.

We expect to make all payments (redundancy pay, holiday pay and arrears of pay) within 6 weeks of receiving your completed claim and information from the insolvency practitioner. We will contact you if we need any further information from you to pay your claim.

To allow us to deal with everyone’s claim as quickly as possible, please do not email us to check the status of your claim until after the 6 weeks have passed.

Receiving your redundancy payment

The fastest and most efficient way for us to pay you is by bank transfer (BACS). When completing your claim, please make sure that you have your bank details with you.

Please be aware that if you opt to be paid by cheque it will take longer for us to process your payment. If you would like to be paid by bank transfer but you did not provide your bank details on your claim, please email us at redundancypaymentsonline@insolvency.gov.uk.

When you email us, please use the subject line “Bank details” and include the following details: * bank name * sort code * account number/roll number * account holder name

Please make sure you email us from the address you provided when submitting your claim.

I am an employer and need help paying redundancy or need to notify the government of potential redundancies

The government has provided guidance for businesses and announced a package of measures to provide support to ensure the impact of COVID-19 is minimised.

Financial assistance for employers unable to pay statutory redundancy payments

If you cannot afford to pay your employees redundancy pay you can apply to the Redundancy Payments Service (RPS) for financial assistance. If approved, the RPS will make statutory redundancy payments directly to redundant employees on an employer’s behalf.

Advanced notification of redundancies

The government must help employees facing redundancy. If you are an employer who may be making 20 or more people redundant, you need to complete an advanced notification of redundancies form.

I need to declare bankruptcy or get a debt relief order

You can apply online to make yourself bankrupt if you are unable to pay your debts. The adjudicator is continuing to review applications.

Our guidance contains information about the bankruptcy process and also provides information about other ways you can deal with your debts before you apply for bankruptcy.

Debt Relief Orders

To apply for a Debt Relief Order (DRO), you will need to go through an ‘approved intermediary’, an authorised debt adviser who will make the application on your behalf.

Our guidance on DROs explains the process and the Official Receiver is continuing to consider applications.

If you have a DRO and need to contact us, please email us at DRO.Unit@insolvency.gov.uk.

I need guidance around my company going insolvent

A company is insolvent when it cannot pay its debts. Our guidance provides information about options when a company is insolvent and a information on liquidation for directors.

If this guidance does not answer your question you can contact our Insolvency Enquiry Line via our online form.

I need to contact an official receiver about an existing bankruptcy or compulsory company liquidation case

While Official Receiver offices are reopening we continue to expect to deal with most enquiries remotely. If you have a reference number beginning BKT or LQD, or a query regarding a specific bankruptcy or compulsory liquidation, contact the local Official Receiver.

General guidance on insolvencies and bankruptcies is available and if this guidance does not answer your question you can contact our Insolvency Enquiry Line via our online form.

If you need to contact one of our Long Term Asset Distribution teams you can find the right email address in our guidance.

I need to find out about bankruptcy, debt relief orders, PPI or company liquidations

Our Insolvency Enquiry Line (IEL) provides information processes administered or regulated by the Insolvency Service. This includes bankruptcy, debt relief orders and company liquidations.

Our insolvency enquiry telephone line (IEL) is currently closed. If you need to contact the IEL please complete our online form.

You can read our guidance about processes administered or regulated by the Insolvency Service.

I want to submit a freedom of information or subject access request

While all are offices are closed we cannot receive requests for information by post. We are continuing to process Freedom of Information (FOI) and Subject Access requests. To request information please email FOI@insolvency.gov.uk.

I want to submit a complaint about the Insolvency Service

While all are offices are closed we cannot receive complaints by post.

During this time, you can make a complaint by:

Before submitting a complaint, please read our online complaints procedures. It explains what information you need to include in your complaint and how we will process it.

I want to submit copies of paper documents and forms to the Insolvency Service

The Insolvency Service is following the latest government advice on the coronavirus outbreak, so most of our staff are working away from the office.

We have limited access to paper documents and forms sent in to our offices. To make it easier for you to correspond with us, we now allow copies of paper documents and forms to be submitted by email.

Read our guidance on how to send copies of paper documents and forms to us during the current pandemic.

Published 17 March 2020
Last updated 22 October 2020 + show all updates
  1. Updated contact information added.

  2. Advice for submitting digital copies of paper documents and forms added.

  3. Information added about the online complaints procedure

  4. Updated contact information added

  5. Information about receiving redundancy payments by cheque added

  6. Added link to guidance for people considering calling the insolvency enquiry line

  7. Information added about how to make electronic Freedom of Information and Subject Access requests.

  8. Information advising that we are reviewing how we will continue to provide services added.

  9. Alterative contact information added for the Redundancy Payments Service helpline,

  10. Information about the financial assistance scheme for employers unable to pay statutory redundancy payments added.

  11. Updated following reopening of the Redundancy Payments Service helpline.

  12. First published.