1. Introduction

1.1 Policy Statement:

As a practice we strive to always provide a high quality of service. However, in the unlikely event we fall short of this aspired standard, and you have cause to become dissatisfied, please explore the following process we have in place to listen and deal with any query or complaint you may have, and which affords us the opportunity to try and resolve the matter.

2. Complaints Procedure

2.1 First Tier Complaint:

To make a complaint this should in the first instance be made in writing to:
• Office, Payroll & Client Service Manager: Heather Jordan.
• Email address: Heather.Jordan@Everettking.co.uk
• Direct dial telephone number: 0844 745 2077
• Service Address: Everett King, 4 Kings Court, Little King Street, Bristol, BS1 4HW.

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

2.2 Second Tier Complaint:

If following Heather response, you are still dissatisfied you may escalate the complaint to:
• Compliance Officer: Idnan Ahmed
• Email address: idnan.ahmed@everettking.co.uk.
• Telephone number: 0117 403 1679.

• Service Address: Everett King, 4 Kings Court, Little King Street, Bristol, BS1 4HW.

2.3 Third Tier Complaint:

And if from there the decision of the practice isn’t agreed or accepted instead appeal to:
• Tax Accountant / Director: David Everett FCCA
• And Or Managing Partner / Director: Brian Andrew Phillips

• Email address Tax Accountant / Director: david.everett@everettking.co.uk

• Email address Managing Partner / Director: brian.phillips@everettking.co.uk
• Telephone number: 0750 771 4475.
• Service Address: Everett King, 4 Kings Court, Little King Street, Bristol, BS1 4HW.

2.4 Complaint Handling Timescale:

We undertake to investigate any complaint carefully and promptly and to do all we can to explain the position to you.
We will acknowledge receipt of your complaint within 7 working days and will send a decision stating the reasons to the complainant in writing within eight weeks.

2.5 Escalating Complaint to ACCA:

If we do not answer your complaint to your satisfaction, you may take up the matter with the Association of Chartered Certified Accountants after the above process has been followed. This should be done promptly and, in any event, within 12 months from the time when the grounds for complaint first arose.

Should the ACCA consider a complaint appropriate for conciliation, it is competent to offer alternative dispute resolution through its Conciliation Service.

Please note that, under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) conciliation process we are not obliged to submit to ACCA’s conciliation process.

This company policy document updated as of 1st September 2025