Complaints Policy

Introduction
At Grace Certified Accountants Ltd., we are committed to providing a high-quality accounting service to all our clients. However, if you are dissatisfied with any aspect of our service, we value your feedback and take all complaints seriously. This policy outlines our approach to handling complaints and our commitment to resolving them promptly and fairly.

Purpose
The purpose of this Complaints Policy is to:

  • Provide a clear process for clients to raise concerns or complaints about our services.
  • Ensure complaints are handled efficiently, transparently, and fairly.
  • Enhance our services by using client feedback to improve our processes.

Scope
This policy applies to any individual or business that has engaged Grace Certified Accountants Ltd. for Accounting, general Taxation, Bookkeeping or Payroll services.

How to Make a Complaint
If you are unhappy with any aspect of our service, you can make a complaint by following these steps:

  • Informal Resolution:
    If possible, we encourage you to raise the issue informally with your designated Accountant or Bookkeeper. In many cases, concerns can be resolved quickly without the need for a formal complaint.
  • Formal Complaint:
    If informal resolution is not possible or you wish to make a formal complaint, you can do so by:
    • Email: Send a detailed description of your complaint to info@gracecertifiedaccountants.co.uk.
    • Letter: Write to us at Maylands Business Centre, Redbourn Road. Hemel Hempstead. HP2 7ES, including relevant details of your complaint and your preferred resolution.
    • Phone: Call us on 07444 050 498 to speak with Dora Ngoma who will document your complaint.

What Happens Next
Upon receiving your complaint, we will:

  • Acknowledge receipt of your complaint within 5 business days.
  • Conduct a thorough investigation into the issues raised.
  • Respond to your complaint within 14 business days with either:
    • A resolution, or
    • An update on the progress of our investigation if more time is required.

If the complaint is complex or requires further investigation, we will keep you informed throughout the process and provide a final response within 30 business days.

Appeals Process
If you are not satisfied with the outcome of your complaint, you have the right to request an internal review. This request should be made in writing to the contact details provided above within 14 business days of our final response. A senior member of our team, who was not involved in the original complaint investigation, will review your case, and we aim to provide a final decision within 21 business days.

External Resolution
If, after completing our internal procedures, you remain dissatisfied, you may refer your complaint to one of the following professional bodies:

  • The Institute of Financial Accountants (IFA):
    You can contact the IFA through their website: www.ifa.org.uk
    or by writing to them at Institute of Financial Accountants
  • CS111, Clerkenwell Workshops
  • 27-31 Clerkenwell Close
  • Farringdon
  • London
  • EC1R 0AT
  • Financial Ombudsman Service (FOS) (for clients that qualify):
    If you are a consumer or a micro-enterprise, you may be able to refer the complaint to the FOS. Visit www.financial-ombudsman.org.uk for further details.

Confidentiality
All complaints will be handled in confidence and in accordance with our obligations under the Data Protection Act 2018 and the UK General Data Protection Regulation (UK GDPR).