The firm’s complaints procedure is set out in the Letter of Engagement. The following paragraph will be included in all Letters of Engagement:
‘We are committed to providing you with a high-quality service that is both efficient and effective. However, should there be any cause for complaint in relation to any aspect of our service please contact Sarah Alexander. Where your complaint relates to that person, you should instead contact William Neville. We agree to investigate any complaint carefully and promptly and do everything reasonable to put it right. If you are still not satisfied you can refer your complaint to our professional body, the Institute of Chartered Accountants in England and Wales.’
You can send your complaint by email:
Or you can send us your complaint by letter:
- Appledram Barns, Birdham Road, Chichester, West Sussex, PO20 7EQ
This service is defined as being a legal service under ICAEW guidelines, therefore it is under the jurisdiction of the Legal Ombudsman. Accordingly if we do not deal with your complaint in this time, or if you are unhappy with our response, you may of course take up the matter with the Legal Ombudsman.
The Legal Ombudsman’s ability to deal with your complaint is dependent on the following factors;
- you must refer the complaint to the Legal Ombudsman no later than:
> six years from the act/omission; or
> three years from when you should reasonably have known there was cause for complaint; and
- you must refer the complaint to the Legal Ombudsman within six months of the date of our written response.
Contact details for the Legal Ombudsman
T: 0300 555 0333
E: [email protected]
A: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ
You are also have a right to complain to the ICAEW, details of which can be found at https://www.icaew.com/about-icaew/regulation-and-the-public-interest/complaints-process/make-a-complaint.
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