Complaints procedure.

If something hasn't gone the way you expected - a missed deadline, an error in your records, a piece of work that doesn't reflect what we agreed, or anything else - please tell me as soon as you can. In my experience the sooner I know, the easier it is to put right.

You can contact me by:

Email: info@clarityaccounts.co.uk
Phone: 07463 125695
Post: Clarity Accounts, Kings Hill, Kent

Please mark your message "Complaint" so I know to handle it under this procedure. It helps if you can include:

• What the complaint is about
• When it happened
• What outcome you'd like
• Any relevant documents or correspondence

Step 1 - Written acknowledgement. I'll acknowledge your complaint in writing within 5 working days of receiving it. My acknowledgement will set out, in my own words, what I understand the complaint to be, so we both have a clear written record of what is being looked at. If I've misunderstood any part of it, please tell me straight away.

Step 2 - Investigation. I'll investigate the matter properly - reviewing the work, the records and the relevant correspondence. If I need more information from you, I'll ask. I will investigate every complaint I receive, except where:

• the same complaint is already being investigated by AAT or another professional body;
• the same complaint is already the subject of a formal dispute resolution or legal process; or
• the complaint is clearly minor or vexatious.

Where one of those exceptions applies, I'll explain in writing why I'm not opening a separate investigation, and point you to the right route.

Step 3 - Substantive response. I'll send you a full written response within 20 working days of acknowledging the complaint. If the matter is unusually complex and I need longer, I'll let you know before that deadline, explain why, and give you a revised timeframe.

My response will set out what I've found, whether I think anything went wrong, and - if it did - what corrective action I'll take. That might mean correcting the work, refunding or adjusting fees, changing how I do something going forward, or another appropriate remedy. Any corrective action will be taken promptly.

Step 4 - Review. If you're not satisfied with my response, please tell me. I'll take a fresh look at the complaint and respond again within a further 10 working days.

Clarity Accounts is a sole practice - I run it personally. The AAT Code of Professional Ethics expects, where viable, that a complaint is looked at by someone not involved in the issue. In a sole practice that isn't always possible internally, which is why your right to escalate to AAT matters: it gives you genuinely independent review at any point. You can use that route at any time - you don't have to wait for me to finish my own process first, although it's usually quicker to let me try to resolve things first if you're willing.

If I can't resolve your concern, you have the right to escalate it, and I won't take that personally - these routes exist to protect you.

Clarity Accounts is run by Ivelina Nikolova, an AAT Licensed Accountant. The Association of Accounting Technicians (AAT) is my professional body and supervises licensed members against its Code of Professional Ethics and licensing regulations.

If your complaint relates to my professional conduct or the quality of the regulated services I provide, you have the right to raise it with AAT.

AAT Professional Standards
140 Aldersgate Street, London EC1A 4HY
Email: professional.standards@aat.org.uk
Phone: +44 (0)20 7397 3014
Online: aat.org.uk/about-aat/aat-standards/complaints

AAT's complaints process is independent of mine and is set out in full on their website.

If your complaint is about how I handle your personal data, you can raise it with the Information Commissioner's Office (ICO), the UK's data protection regulator. Clarity Accounts is registered with the ICO under registration number ZC151180.

ICO: ico.org.uk/make-a-complaint
Helpline: 0303 123 1113

I'd ask that you raise data protection concerns with me first if you can, so I have the chance to put things right.

If your complaint is specifically about a fee - for example, you believe an invoice is not fair and reasonable for the work done - please raise it with me within 21 days of the invoice date, in line with my Terms of Business. I'll look at it under this complaints procedure.

I keep a written record of every complaint, the investigation and how it was resolved. This is kept securely in line with my Privacy Policy and used to improve how I work. Records are retained for the period required by my professional obligations.

I want every client to feel they've been treated fairly and professionally. Raising a complaint won't affect how I treat you, the service you receive, or my willingness to work with you in future.

Clarity Accounts
Kings Hill, Kent
info@clarityaccounts.co.uk · 07463 125695

AAT Professional Standards
professional.standards@aat.org.uk · +44 (0)20 7397 3014

Information Commissioner's Office
ico.org.uk · 0303 123 1113