Complaints Procedure

As a practice we strive to always provide a high quality of service. However, in the unlikely event we fall short of this standard, we have a clear, structured process to listen to and deal with any query or complaint — and to give us the opportunity to resolve the matter as quickly as possible.

Any complaint should include the complainant's full name and address, the date, a clear description of the nature of the complaint, and the name of the person or personnel to whom the complaint is directed.

We undertake to investigate all complaints carefully and promptly, and to do all we can to explain our position clearly.

If we do not resolve your complaint to your satisfaction after completing the above internal process, you may take the matter to the Association of Chartered Certified Accountants (ACCA). This should be done promptly and, in any event, within 12 months from when the grounds for complaint first arose.

The ACCA may consider offering alternative dispute resolution through its Conciliation Service. Please note that, under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) regulations, we are not obliged to submit to ACCA's conciliation process.

ACCA contact details:

• Website: accaglobal.com
• Address: ACCA, 110 Queen Street, Glasgow, G1 3BX