Complaints Procedure

We aim to provide a high standard of service to every client. If something has gone wrong — or you are not satisfied with our work, our advice or how we have treated you — please tell us. We treat every complaint seriously and aim to put things right quickly.

1.How to Raise a Complaint

You can raise a complaint by any of the following methods. Please include your name, a brief description of the issue, what outcome you would like, and any reference numbers (invoice, engagement, HMRC correspondence).

2.Our Timeline

Once we receive your complaint we follow a clear process:

Where a matter is complex we may need additional time. If so, we will tell you in writing within the 21-day window, give a revised timeline, and keep you updated.

3.What We Look At

• The facts of the matter, with reference to your file and correspondence
• Whether we met our obligations under the Engagement Agreement and Terms of Business
• Whether industry standards were applied
• What outcome would put things right (correction, refund of fees, apology, or other remedy)

4.External Routes

If you remain dissatisfied after our final response — or if more than 8 weeks have passed since you first raised the complaint — you may escalate externally:

• HMRC AML Supervision — for matters concerning our AML supervision: gov.uk/hmrc
• Information Commissioner's Office (ICO) — for data-protection complaints: ico.org.uk
• Financial dispute — if your complaint relates to a regulated financial product, you may have access to the relevant ombudsman scheme. We will tell you which scheme (if any) applies in our final response.

Nothing in this procedure affects your legal rights, including your right to pursue legal action.

5.What We Record

All complaints are logged with the date received, nature of the complaint, the person handling it, the outcome and the date closed. The log is reviewed regularly by the Director to identify trends and improve our service.