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Quality of Service & Complaints
Walsh West Chartered Certified Accountants

Our aim is to provide you with a high quality service at all times that is efficient and effective. As a client of Walsh West, if at any point you would like to discuss with us how our service could be improved, become unhappy with any aspect of the service you have received, or if you are dissatisfied with the service that you are receiving we need you to tell us about it immediately so we can do our best to put things right.

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Quality of service and Complaints Procedures

 

We aim to provide a high quality of service that is efficient and effective. As a client of Walsh West, if at any point you would like to discuss with us how our service could be improved, become unhappy with any aspect of the service you have received, or if you are dissatisfied with the service that you are receiving we need you to tell us about it immediately so we can do our best to put things right.

In the first instance, please raise any concerns or queries directly with the person handling your work, you can contact your case manager by email or by phone, or via our main line on 0203 488 7503.

Alternatively please let us know your concerns by contacting our Client Care Team on welcome@walshwestcca.com or by post to our offices at: Walsh West, Warlies Park House, Horseshoe Hill, Upshire, Waltham Abbey, Essex, EN9 3SL

 

If you prefer you may ask to speak to our Managing Director Ms Emma Walsh who will be happy to discuss and hopefully resolve your concerns.

After this, if you remain dissatisfied and would like to make a formal complaint, please detail the nature of your complaint in writing and send it to us at:

Warlies Park House, Horseshoe Hill, Upshire, Waltham Abbey, Essex, EN9 3SL

Please mark your letter for the urgent attention of the Managing Director, Ms Emma Walsh.

 

Formal Complaints Procedure

 

We undertake to look into any complaint carefully and promptly and to do all we can to explain the position to you.

Where a complaint is received, we will investigate it. We aim to deal with complaints promptly, fairly, openly and effectively to determine whether it should be upheld and, if so, what remedial action or redress may be appropriate. We shall seek to resolve complaints at the earliest opportunity with the aim of doing so within 8 weeks of receipt.

Where a complaint is made verbally; we will respond with a letter of acknowledgement stating our understanding as to the nature of the complaint being made for confirmation of the complainant in writing to the accuracy of that statement

Complaints will be investigated by a person with sufficient experience, seniority and competence who, where possible, is not directly involved in the particular omission or act giving rise to the complaint.

Any appropriate remedial action will be taken promptly in good time.

If we do not deal with any complaint satisfactorily then you may take the matter up with our professional body the Association of Chartered Certified Accountants

This should be done promptly and in any event no later than 6 months after exhausting our procedures

The Association of Chartered Certified Accountants

Tel: 0141 582 2000  / www.accaglobal.com

 

Alternative Dispute Resolution ADR

Should ACCA consider a complaint appropriate for conciliation, it is competent to offer alternative dispute resolution through its Conciliation Service. ACCA’s website address is www.accaglobal.com . Please note that, under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) conciliation process we are not obliged to submit to ACCA’s conciliation process.

 

FORMAL COMPLAINTS PROCESS SUMMARY

  1. Once received by our Managing Director, we will acknowledge your complaint promptly in writing, generally within 5 business days, and will include written details of our complaints handling procedures.

  2. Your complaint will be recorded in our central complaints register and on your client file.

  3. Where we are able to provide a final response immediately, the acknowledgement may be combined with the final response. You will be kept informed of the progress of the investigation.

  4. Your complaint will be reviewed within 10 business days

  5. You will be contacted to talk through your complaint with you. We will endeavour to do this within twenty eight (28) business days of receiving your complaint.

  6. Your complaint will be investigated and you will receive a formal written response no later than 8 weeks from the date of receipt of your complaint.

  7. Following receipt of our final response, or if in the unlikely event we have not provided you with a final written response to your complaint within 8 weeks, if you are still dissatisfied you can refer your complaint to the Association of Chartered Certified Accountants

Walsh West Chartered Certified Accountants is authorised and regulated by the Association of Chartered Certified Accountants ACCA to provide Accountancy Services. 

 

We have Professional Indemnity Insurance (PII) which covers all work that we provide. This insurance ensures that you do not lose out financially in the unlikely event that the firm makes a mistake.

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