Accounting complaints: Handling procedure
Our aim is to provide our clients with excellent levels of client service. However, we recognise that there may be times when you feel we fall short of that intention and you may wish to raise a complaint. The first port of call for your complaint should be to the relevant client manager (or you can contact our Operations Manager – Claire Simms at C.Simms@accountsandlegal.co.uk) who will deal with your complaint in line with our internal complaints’ procedure.
- We will acknowledge receipt of your complaint within 7 days of receiving it, explaining how we will deal with your complaint.
- The next step will be to investigate your complaint. This will usually involve reviewing your file and speaking to the client manager who is in charge of your account. It may also involve a discussion/meeting with you and if this is considered appropriate, we will advise you accordingly.
- We will aim to report to you with the outcome of our investigations as soon as possible. This will ordinarily be within 28 days of sending the written acknowledgment.
- If we need to adjust any of these timescales, we will notify you accordingly.
We hope to be able to resolve all complaints internally as swiftly as possible.
What to do if we cannot resolve your complaint
If, after completing our internal complaints process, you remain dissatisfied with our response or the way your complaint has been handled, you may request that the matter is escalated to one of our directors for further review. The director will conduct an independent reassessment of the complaint, taking into account all relevant information and correspondence.
You will be advised of the name and contact details of the director handling the review, and we will aim to provide you with a final response as promptly as possible, typically within 14 days of escalation.
Legal complaints: Handling procedure
In the event of a complaint regarding our legal services, the first port of call for your complaint should be to the relevant fee earner (or you can contact Ed Turner at E.Turner@accountsandlegal.co.uk) who will deal with your complaint in line with our internal complaints’ procedure.
- We will acknowledge receipt of your complaint within 7 days of receiving it, explaining how we will deal with your complaint.
- The next step will be to investigate your complaint. This will usually involve reviewing your file and speaking to the fee earner/partner who acted for you. It may also involve a discussion/meeting with you and if this is considered appropriate, we will advise you accordingly.
- We will aim to report to you with the outcome of our investigations as soon as possible. This will ordinarily be within 28 days of sending the written acknowledgment.
- If we need to adjust any of these timescales, we will notify you accordingly.
We hope to be able to resolve all complaints internally as swiftly as possible.
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving our final response to your complaint
and
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should reasonably have known that there was cause for complaint.
For more information contact the Legal Ombudsman.
The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.