Complaints Policy and Procedure
At On Time Accounts Limited, we are committed to maintaining the highest standards of professionalism and client care in line with the AAT Code of Professional Ethics. As a Fellow Member of the Association of Accounting Technicians (FMAAT), we take all complaints seriously and aim to resolve them promptly, fairly, and efficiently.
Purpose of This Policy
This policy sets out our commitment to resolving client concerns and provides a clear procedure for lodging and handling complaints. Our goal is to learn from feedback and continuously improve our services.
How to Make a Complaint
If you are dissatisfied with any aspect of our service, please raise your concern with us as soon as possible. Complaints may be submitted in writing via email or post, and should include:
- Your full name and contact details
- A clear description of the issue
- The date on which the issue occurred
- Any relevant supporting documentation
Please address your complaint to:
Victoria OToole
On Time Accounts Limited
Email: victoria@ontimeaccounts.co.uk
Phone: 07837 227 176
Complaints Handling Procedure
Acknowledgement:
We will acknowledge receipt of your complaint within five working days.
Investigation:
Your complaint will be reviewed by a senior member of our team who is independent of the matter. We aim to complete our investigation within ten working days, though complex issues may take longer (you will be informed of any delay).
Response:
We will provide a written response outlining our findings and any proposed resolution. If appropriate, we may offer a remedy such as an apology, correction of an error, or another form of redress.
Escalation:
If you are not satisfied with our response, you may request a further internal review. If, after this, your complaint remains unresolved, you may escalate it to the Association of Accounting Technicians (AAT).
External Complaint Escalation
If you believe we have breached the AAT Code of Professional Ethics or have failed to resolve your complaint satisfactorily, you can raise the matter with:
Association of Accounting Technicians (AAT)
Website: www.aat.org.uk
Complaints Page: https://www.aat.org.uk/about-aat/professional-standards/make-complaint
Confidentiality
All complaints will be handled in strict confidence and in accordance with data protection requirements.
Continuous Improvement
Complaints help us improve. All complaints are logged and reviewed regularly to identify trends and areas for improvement.
On Time Accounts Limited
Registered in England and Wales: 15911053
Email: victoria@ontimeaccounts.co.uk
Tel: 07837 227 176
Last Updated: 22nd April 2025
Author: Chris Brady
