Complaints Procedure
COMPLAINTS PROCEDURE
It is important to us that we provide services of the highest quality to all of our clients. We aim to ensure that any complaints that clients may have are identified and dealt with in accordance with this procedure.
We have an established procedure for dealing with complaints from clients. The procedure has been established so that we can resolve as many problems as possible within our offices and avoid having complaints and problems reported and escalated, and to preserve the goodwill of our clients, even if things have gone wrong.
Our procedure also assists the firm in identifying the cause of any problem of which the client has complained offering any appropriate redress, and correcting any unsatisfactory procedures. We expect honesty and realism from any employee or partner when things have gone wrong and in turn we will support all employees / partners.
Such complaints must be dealt with sympathetically and quickly. Our reputation depends on this, as it is all part of our high standard of service and incorporates client care.
Clients are notified in our Engagement letter / Terms of Business of their right to complain. If the client asks for a copy of our standard procedure, it is at this point forwarded to them in writing.
A documented review of this policy / process will take place annually to verify its effective operation across our Firm.
What is a complaint?
A report by a client that their expectations of what they consider to be a good service have not been met.
Prospective Clients:
A complaint can also be made by a prospective client if we have:
- Unreasonably refused a service to a complainant;
- Persistently or unreasonably offered a service that the complainant does not want.
CLIENT’S SECTION:
Making a complaint
Below is a helpful video regarding our complaints procedure
