Complaints Procedure
Our Commitment to You
At Fiscalfocus Accountants, we are committed to delivering high-quality services and maintaining strong client relationships built on trust, transparency, and professionalism. We aim to provide accurate, timely, and proactive support at every stage of your business journey. However, if you are ever dissatisfied with any aspect of our service, we encourage you to let us know as soon as possible so we can address your concerns promptly, fairly, and effectively, ensuring a positive resolution.
How to Raise a Complaint
If you have a concern or complaint, please contact us as soon as possible with full details so we can investigate the matter thoroughly. You can reach us through:
- Email:
- Phone:
- Address: CEME business centre, Rainham RM13 8EU
Please include relevant information such as your name, company name, and a clear description of the issue, along with any supporting documents if applicable. Providing detailed information will help us understand your concern more quickly and respond efficiently.
Our Complaints Process
Step 1: Acknowledgement
We will acknowledge your complaint within 2 working days of receiving it, confirming that it has been logged and is being reviewed. We will also inform you of the next steps and the expected timeline for resolution.
Step 2: Investigation
Your complaint will be reviewed thoroughly by a senior member of our team who was not directly involved in the matter. We will assess all relevant information, and if necessary, contact you for further clarification to ensure a fair and complete evaluation.
Step 3: Response
We aim to provide a full response within 10 working days, outlining our findings, any actions taken, and the steps implemented to resolve the issue. Where appropriate, we will also explain how we plan to prevent similar issues in the future.
If You’re Not Satisfied
If you are not satisfied with our response, you may request a further review of your complaint. We will ensure it is handled by a different senior team member for an independent and unbiased assessment, taking into account all details and concerns raised. We aim to provide a fair, transparent, and timely resolution, ensuring your concerns are fully understood, addressed professionally, and resolved to the best possible outcome.
External Resolution
If your complaint remains unresolved after our internal review, you may refer the matter to a relevant professional or regulatory body. We will provide you with the appropriate contact details and guidance to support this process, ensuring transparency and fairness. Our team will fully cooperate with any external review, providing necessary documentation and information to facilitate a smooth, impartial resolution process.
Continuous Improvement
All complaints are taken seriously and carefully reviewed. We use feedback to improve our internal processes, enhance service quality, and ensure a better experience for all our clients going forward. By identifying patterns and areas for improvement, we continuously refine our approach to deliver higher standards of service, better communication, and stronger client satisfaction.
Contact Us
If you wish to raise a complaint or discuss a concern, please contact us:
Fiscalfocus Accountants
Email:
Phone:
Address: CEME business centre, Rainham RM13 8EU