Complaints procedure
Our commitment
We want every client to be satisfied with the service they receive. If something has gone wrong, we would like to know so that we can put it right and learn from it. Raising a complaint will not affect the service you receive.
How to complain
Tell us by email at info@sharpaccountax.co.uk, by phone on 020 3916 6269, or in writing to Bilal Haider, Director, Sharp Accountax Ltd, 128 City Road, London, EC1V 2NX. Please give as much detail as you can, including what happened, when, and what you would like us to do.
What we will do
- We will acknowledge your complaint in writing within three working days and tell you who is dealing with it.
- We will investigate and give you a full written response within twenty working days. If we need longer, we will tell you why and when to expect our response.
- Our response will explain what we found, whether we agree with your complaint, and what we propose to do. Where we are at fault we will say so and put it right.
If you are not satisfied
If you are unhappy with our response, or we have not resolved your complaint within eight weeks, you can refer it to our regulator. The Institute of Chartered Accountants in England and Wales operates a complaints process for the firms it regulates. Details are at icaew.com/complaints, or you can write to ICAEW, Metropolitan House, 321 Avebury Boulevard, Milton Keynes, MK9 2FZ, or call 01908 546 293.
Records
We keep a record of every complaint and review them each year to see what we can improve.