Complaints procedure

If something went wrong, tell us. We want the chance to put it right.

This page is a draft and will be reviewed before launch. Items marked [TBC] are not confirmed yet.

How to complain

Tell us what happened and what you would like us to do. You can do it any of these ways:

  • Call or WhatsApp 07732 963870.
  • Email [TBC: email].
  • Write to us at [TBC: postal address for complaints].

Please give your name, how to reach you, and the details. If you have papers or messages that show what happened, send copies.

What we will do

  1. We will confirm we have your complaint within [TBC: acknowledgement time].
  2. We will look into it. The person who looks into it is [TBC: who investigates, given the firm has one accountant].
  3. We will send you a written answer within [TBC: response time]. It will say what we found and what we will do about it.
  4. If we need longer, we will tell you why and when to expect an answer.

If you are not happy with our answer

Once you have given us the chance to respond, you can take your complaint to our professional body.

AAT

AAT takes complaints about its members through its complaints about AAT members page. At the time of writing, that page says:

  • you must first give the member a chance to resolve the matter through their own complaints procedure;
  • you must complain within a year of the issue happening, unless there are exceptional circumstances;
  • you must use AAT's online complaint form and include your evidence.

AAT does not use this process for fee disputes. [TBC: confirm the firm holds AAT licensed membership, so this route applies]

Another professional body

[TBC: second professional body and its complaints page, only if membership is confirmed]

Complaints about your personal information

You can also complain to the Information Commissioner's Office. Our privacy notice has the details.

Sources

Checked on 18 October 2026.

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