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Complaints Procedure

At Proactive Accountancy Concept, we are committed to providing excellent service. If you are not satisfied with our service, we want to hear from you and make it right.
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Our Commitment to You

Clear Guidance

Fair Treatment

Every complaint is treated seriously and handled with professionalism.
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Prompt Response

We aim to resolve complaints quickly and keep you informed throughout.
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Continuous Improvement

Your feedback helps us improve our services for all clients.
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SIMPLE PROCESS

How to Make a Complaint

We've made our complaints procedure straightforward and transparent. Follow these four simple steps to ensure your concerns are addressed.

  • Step

    Initial Contact

    Please contact us as soon as possible with details of your complaint. You can reach us through any of the following methods:

    • Email

      info@proactive-accounting.com

    • Phone

      02890 355 840

    • In Person

      Visit our office during business hours

  • Step

    Acknowledgement

    We will acknowledge receipt of your complaint within 2 working days. Our acknowledgement will include:

    • Confirmation of receipt

      letting you know we’ve received your complaint.

    • Contact details

      the name and contact information of the person handling your complaint.

    • Estimated timeframe

      an indication of when you can expect a full response.

    • Reference number

      a unique identifier for your complaint for easy tracking.

  • Step

    Investigation

    We will thoroughly investigate your complaint. This process involves:

    • Reviewing all relevant documentation and records

    • Speaking with relevant staff members

    • Gathering all facts related to your complaint

    • Keeping you informed of progress if the investigation takes longer than expected

  • Step

    Resolution

    We aim to provide a full written response within 28 days of receiving your complaint. Our response will include:

    • A summary of the complaint and our investigation findings

    • Our conclusion and any actions we will take

    • Guidance on next steps if you remain dissatisfied with our response.

    • Contact details for external review bodies, should you wish to escalate your complaint further.

Still Not Satisfied?

If you are not satisfied with our final response, you have the right to refer your complaint to the relevant professional body or regulatory authority.

  • External Review

    Depending on the nature of your complaint, you may be able to refer the matter to:

    • The Association of Chartered Certified Accountants (ACCA)

      Professional regulatory body for accountants

    • The Institute of Chartered Accountants in England and Wales (ICAEW)

      Professional body for chartered accountants

    • Other relevant professional or regulatory bodies

      As appropriate to your specific complaint
    We will provide you with full details of the appropriate body when we send you our final response.
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    Ready to Get in Touch?

    If you have any questions about our complaints procedure or need assistance in making a complaint, our team is here to help you through the process.

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