At Clear Start Accountancy Ltd , we understand the importance of resolving complaints promptly and effectively. Our goal is to address client concerns, identify any shortcomings in our service, and enhance client satisfaction. This policy outlines our commitment to handling complaints in a fair, consistent, and timely manner, in accordance with the rules and regulations set by the ICAEW.
The purpose of this document is to provide a framework for handling complaints at Clear Start Accountancy Ltd , with the following objectives:
Cultivating a client-centric culture by prioritising effective complaints handling. Viewing complaints as opportunities to identify areas for improvement and strengthen client relationships.
Providing regular updates to clients on the progress of their complaints. Ensuring clear communication of complaint outcomes and the rationale behind them. Scope.
This policy applies to all employees of Clear Start Accountancy Ltd.
To ensure fair and prompt resolution of complaints, all cases must be brought to the attention of the Team Leaders, who will oversee the necessary actions and correspondence. The Team Leader is responsible for conducting thorough investigations, following the prescribed complaint handling procedures, and maintaining a comprehensive complaint log.
A complaint is defined as an expression of dissatisfaction, whether oral or written, justified or not, from a person about the provision or failure to provide a financial service, resulting in financial loss, distress, or material inconvenience. If there is any uncertainty regarding whether a client is making a complaint, guidance should be sought from the Complaints Officer. Clients can submit complaints through various channels, including verbal, telephone, post, email, or SMS.
If a complaint can be resolved by the end of the fifth business day from its receipt, a streamlined complaint handling process may be employed. To consider a complaint resolved, the client's acceptance of the response must be confirmed. Written acceptance from the client is not mandatory. Upon resolution, the Complaints Manager must be notified, and a Summary Resolution Letter will be sent to the client, while updating the complaint log accordingly.
If a complaint remains unresolved after five business days, the Team Leader will promptly acknowledge the complaint in writing. An impartial investigation will commence, considering all evidence provided by the complainant and learning from previous complaints.
Within eight weeks, the Complaints Manager will issue a final response to the client. The response will include:
If a final response cannot be provided within eight weeks, the Complaints Manager will inform the client of the delay, the reasons behind it, and the right to refer the matter to the ICAEW.
A complaint will be considered resolved when the complainant indicates acceptance of the response or when a final response has been issued. The complaints log will be updated with the resolution date.
Clear Start Accountancy Ltd will retain complaint records for a period of at least three years from the date of receipt, in compliance with regulatory requirements.
Regular compliance meetings will address complaints, allowing for a thorough examination of their root causes. Policies and procedures will be reviewed and improved, as necessary, to prevent similar issues from affecting future clients.
At Clear Start Accountancy Ltd , all staff members receive comprehensive training on the complaints procedure and policy. Annual complaints training and assessments are mandatory for all employees to ensure a thorough understanding of the process and compliance with ICAEW regulations.
By adhering to this Complaints Policy, Clear Start Accountancy Ltd aims to provide effective and fair resolution of complaints, ensuring client satisfaction and compliance with regulatory requirements.