Complaints Procedure
We take complaints about our work, staff and levels of service very seriously. If you are not satisfied with any aspect of our service, please follow the process for raising a formal complaint.
What complaints we can and can’t deal with.
We can only handle complaints about the work, staff and levels of service provided by Value Added Accountancy Ltd.
We can’t deal with:
- Complaints about generic treatment from HMRC
- Your Bank
- Companies not under a service agreement with Value Added Accountancy Ltd or where we did not provide the advice
How do I make a complaint?
All complaints (verbal or written) are forwarded immediately to the person responsible for handling complaints. Please address these to Wesley Hickinbotham at the office address or email to info@vaaltd.co.uk.
What information we’ll need from you
We will need:
- Your full name, your company name and address
- A clear, detailed description of what your complaint is about
- How you expect your matter to be resolved
- Your email address or postal address (so we can reply)
What happens next?
When you have made your complaint, we will:
- Log your complaint
- We will aim to respond and acknowledge your complaint promptly in writing. In respect of verbal complaints, acknowledgment will be again promptly sent in writing and will also set out our understanding of the complaint.
- Investigate your complaint and work with you to resolve your issue to your satisfaction and as quickly as possible
Subsequent Investigation
All complaints will be thoroughly investigated. The investigation will always include a review of the client file and may require contact to be made with the client and / or third parties to obtain further information.
If the person responsible for handling complaints is subject to the complaint, the investigation will be passed onto another senior person within the firm.
When the investigation is complete the client will be notified of the outcome of the investigation, the nature and terms of any settlement, and that if the client is not satisfied with the outcome.
Investigation not complete within 6 weeks
If after 6 weeks the investigation is still not concluded, the client will be notified in writing, highlighting the reasons for the delay.
When will the firm deem the complaint to be closed?
If there has been no confirmation from the complainant within 6 weeks of the firm’s most recent letter, the complaint will be considered closed
What to do if you’re not satisfied
If you are not satisfied with the outcome of your formal complaint and wish to take the matter further, please request the investigating Accountant to escalate the matter.
Value Added Accountancy is now supervised by CIMA and holds a member in practice certificate. We will work directly with you to resolve the elements of your dissatisfaction at every stage in this process.
