Chadwick Accountants Complaints Process

At Chadwick Accountants, we strive to provide the highest quality service to our clients. However, we understand that sometimes things can go wrong. When they do, it is crucial for us to address any concerns promptly and efficiently. Below is our friendly and straightforward process for handling complaints.

Your Right to Complain

We want you to feel confident in our services and know that you have the right to make a complaint if you are not satisfied. Our aim is to resolve any issues quickly and amicably.

How to Make a Complaint

Making a complaint is simple and easy. You can reach out to us via:

Email: [email protected]

In writing to:  Chadwick Accountants & Bookkeepers Ltd 
Avon View Offices
90 High Street
Bidford-on-Avon
Alcester
B50 4AF

Upon receiving your complaint, we will:

1.    Acknowledge Promptly: We will acknowledge your complaint in writing as soon as possible. This acknowledgment will outline our understanding of your complaint.
2.    Investigate Thoroughly: We will investigate your complaint unless it is already being handled by a professional body, is part of an ongoing dispute resolution, or is deemed minor or vexatious.
3.    Assign an Investigator: Your complaint will be reviewed by an experienced individual who was not involved in the issue, ensuring an unbiased investigation.
4.    Take Corrective Action: If any corrective action is deemed necessary, we will take it promptly.
5.    Inform You of Escalation Options: If your complaint is not resolved to your satisfaction, you can escalate the matter to the Association of Accounting Technicians (AAT).

Escalation to AAT

If you feel your complaint has not been resolved locally, you may contact AAT for further assistance. They will assess whether we have had sufficient opportunity to resolve your complaint through our internal procedures.

Record Keeping

We maintain records of all complaints and the measures taken to resolve them for at least five years. This helps us ensure accountability and continuous improvement in our services.