Complaints Procedure
We take complaints seriously and aim to resolve all issues quickly and fairly.
Our commitment
We aim to provide a high quality service to all clients. If something has gone wrong or you're unhappy with any aspect of our service, we want to know. A complaint gives us the opportunity to put things right and improve.
How to make a complaint
In the first instance, please contact us directly:
- Email: joel@surfleetaccounting.co.uk
- In writing: 4 Burton Drive, Beeston, Nottingham, NG9 5NS
Please include your name, the nature of the complaint, the relevant dates, and what resolution you're seeking.
Our process
- We will acknowledge your complaint within 5 business days.
- We will investigate the matter and aim to provide a full response within 28 days.
- If we need more time, we will update you and give a revised timeframe.
- Our response will explain our findings and what, if anything, we propose to do to resolve the matter.
If you remain dissatisfied
If you are not satisfied with our response, you may refer your complaint to an alternative dispute resolution body. As an unaffiliated accountancy firm supervised by HMRC for AML purposes, the appropriate escalation route depends on the nature of your complaint. We will provide relevant information in our response.
For data protection complaints, you may contact the Information Commissioner's Office at ico.org.uk.
Confidentiality
All complaints are handled confidentially. Information relating to complaints will only be shared with those directly involved in investigating and resolving the matter.