VTAX

VTAX

Complaints Policy

Complaints Policy

Complaints Policy

VTAX Accountants Complaints Policy


We are committed to providing a high-quality accountancy service to all our clients. When something goes wrong, we need you to tell us about it. This helps us to improve our standards.

If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time, you may complain to the ACCA.

What will happen next?


  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.

  2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Albie Turner, who will review your matter in detail and speak to the member of staff who acted for you.

  3. Mr Turner will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 21 days of sending you the acknowledgement letter.

  4. Within 5 days of the meeting, Mr Turner will write to you to confirm what took place and any solutions he has agreed with you.

  5. If you do not want a meeting or it is not possible, Mr Turner will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the original acknowledgement letter.

  6. At this stage, if you are still not satisfied, you should contact us again, and we will arrange for another partner to review his decision.

  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons for the decision.

  8. If you are still not satisfied, you can then contact:


    Assessment Department
    ACCA
    The Adelphi
    1-11 John Adam Street
    London
    WC2N 6AU
    Tel: 0207 059 5000
    Email: complaintsassessment@accaglobal.com


VTAX Accountants
Unit 2
99-101 Kingsland Road
London, E2 8AG


Directors: Albie Turner FCCA, Jamie McGilvray ACIB, Steve Potter FCCA
Chartered Certified Accountants
Registered in England & Wales: 08748886

vtax.co.uk


hello@versataxsol.co.uk
0208 0379811

Download Complaints Policy