We are committed to minimising the need for anyone to make a complaint, however we appreciate that from time to time circumstances arise which can result in service related issues and we strive to deal with any such issues in a quick and professional manner.
Our clients have the right to make a complaint should they feel that they are dissatisfied with any aspect of the service received.
We take complaints very seriously and will take all reasonable steps to deal with that complaint in a fair and efficient way.
All complaints will be acknowledged and responded to in a timely manner.
We will take all possible steps to deal with any complaint and bring it to a satisfactory conclusion.
A record will be kept of all complaints in order to enable us to review and address any systematic issues and improve service levels.
Our standard client care documentation and our website set out all information which should be provided to clients in the event that they wish to make a complaint.
Written complaints may be sent to Jim Batt or by e-mail at: Jim@jwlaccountancy.com
Making a Complaint:
Complaints should be provided in writing (or by email) to the director at the aforementioned address. However, in extenuating circumstances or time critical situations it will be acceptable to make a complaint verbally.
The complaint should state “complaint” in the heading or subject line.
The complaint should detail the specific issues which have caused dissatisfaction.
We will send a written or emailed acknowledgement to the complainant within 2 working days.
If insufficient detail is provided in the complaint we will contact the complainant to obtain further details within 2 working days.
Once full details of the complaint have been obtained an investigation will be undertaken. We will review the file to ascertain all the surrounding circumstances which have given rise the complaint and provide a formal response within 10 working days.
Resolving Complaints
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.
Whether or not the complaint has been resolved, the complaint information should be passed to a director at the earliest possible opportunity or in any event within 3 working days.
On receiving the complaint, a director records it in the complaints log. If it has not already been resolved, they investigate it and will take appropriate action.
If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
Complaints should be acknowledged by the person handling the complaint within 3 working days. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.
Ideally complainants should receive a definitive reply within 10 working days. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint
If after receiving our final written response to your complaint you feel we have not resolved your complaint to your satisfaction or we have failed to provide you with a final written response to your complaint within eight weeks of you submitting your complaint, you can have your complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service relating to the provision of legal services by authorised persons such as CILEX Practitioner (ACCA-Probate).
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you can take your complaint to the Legal Ombudsman:
o Within six months of receiving a final response to your complaint and
o No more than one year from the date of the act / omission that gave rise to the complaint; or
o No more than one year from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them on:
Website: www.legalombudsman.org.uk
Telephone: 03005550333 between 9am and 5pm Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Where your complaint relates to the misconduct of a CILEX Practitioner (ACCA-Probate), you can refer your complaint free of charge to CILEx Regulation for them to investigate. Misconduct complaints must be made within 12 months of the act or omission that gave rise to the complaint or within 12 months of the complainant having knowledge of the act or omission that gave rise to the complaint, whichever is the greater.
Alternative Dispute Resolution bodies such as ACCA (association of chartered certified accountants), whom are competent to deal with complaints relating to both legal and accountancy services, should you wish to use such an ADR Body.
Contact information:
Email address: complaintassessment@accaglobal.com
Website: www.accaglobal.com
Phone: 020 7059 5000
We do agree to use ACCA (association of chartered certified accountants) and the timescale in which you can contact them is 12 months of the act or omission that gave rise to the complain
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