Quality of Service & Complaints
Walsh West Chartered Certified Accountants

Quality of service and Complaints Procedures

​

Here at Walsh West Chartered Certified Accountants we aim to provide the best possible service to all our clients, so if you have any concerns, please contact the individual managing your matter as soon as these arise so that they can be addressed promptly. If this does not address the issue to your satisfaction, you can raise a formal complaint, by contacting us.

​

In the first instance, please raise any concerns or queries directly with the person handling your work,

you can contact your case manager or by contacting our Client Care Team using any of the following :

by phone, or via our main line on 0203 488 7503.

by email at legal@walshwestlaw.com

or by post to our offices at:

Walsh West Estates & Probate Lawyers Ltd, 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

​

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.

To help us understand your complaint and to ensure we do not miss any relevant information please provide:

your full name and contact details, and information about what you think has gone wrong and when this occurred.

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

Tel: 0141 582 2000  / www.accaglobal.com

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

​

 

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

​